MicroChannel have provided the following research based whitepapers to help your organisation gain an insight into the business value that can be added by implementing the right business solution.


The Empowered Sales Team: Enhancing Productivity Through The Better Use Of Information

Sales professionals create value by transforming their company’s raw product or service into a tailored solution for a customer’s needs. In a setting where customers have access to an unprecedented amount of product information companies need to understand the needs of their customers and to discover new ways of engaging with them.


In order to assess how organisations are enhancing productivity, the Economist Intelligence Unit conducted an online survey of 236 executives in the sales and customer service functions in February and March 2010.  Enhancing sales productivity through the better use of information is not a trivial task. This Economist Intelligence Unit report outlines the challenges and opportunities involved.


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On The Front Lines: The Role of Information In Enhancing Customer Service

Enhancing customer service productivity by integrating new sources of information effectively is not easy. But given the importance of customer service, no matter the economic climate, it is something that needs to be addressed. This Economist Intelligence Unit report outlines the challenges and opportunities involved.


On the front lines: The role of information in enhancing customer service is an Economist Intelligence Unit report, sponsored by Microsoft.


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Forrester Group: “The Total Economic Impact Of Microsoft Dynamics CRM 2011”

The fundamental business needs that drive the requirement for effective and efficient customer management practices remain unchanged: acquiring new customers, building tighter bonds of loyalty, and reducing the costs of marketing, selling, and servicing.  As a consequence, interest in investing in and deploying solutions to improve customer-facing business processes remains strong.  Indeed, 55 per cent of the 455 large organisations that Forrester surveyed in late 2010 in North America and Europe have already implemented a customer relationship management (CRM) solution—and many of these are investing more to upgrade their tool set.

In January 2011, Microsoft commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises may realise by deploying Microsoft Dynamics CRM 2011.  Review their findings in this free whitepaper.

IDC: “Next-Generation CRM: Driving Productivity with End-to-End Cloud Services”

Short Blurb for Whitepapers page:
There’s a profound transformation under way in how the world’s technology is built, bought, delivered, and consumed.  ”Cloud computing” is known by various names (such as public cloud or cloud IT services), but the idea is the same: Software is becoming a service.  And for business users and IT decision makers, the appeal is huge.
The newest wave of customer relationship management (CRM) applications is helping to lead this new era of cloud computing and offers options for delivery models including services being called and delivered within the application.