"Turning Strategy into Action" - by Paul Major, Director, Management
Framework Ltd.

This paper aims to provoke discussion on why so many organizations, large
and small, really struggle to successfully deploy their most important
business initiatives when, by definition, they are strategic, critical and
achievable: if they weren't why would you be doing them?
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“The Future Sales Force” – A Consultative Approach by Bob Kanin, Michael Nick & Tim Sullivan

In the last few years some organizations have found that their sales processes have become more challenging while the performance of some of their sales professionals who were past stars has deteriorated. Selling complex products and services, versus selling commodities, has always been more difficult and sales professionals must have different skill sets.
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"Tech Choices" - Microsoft Leads In Record-Centric Customer Service Management Software

The Forrester Wave™ Vendor Summary, Q2 2007 by by Chip Gliedman

Microsoft Dynamics CRM, which delivers sufficient customer service capabilities at a low cost, has emerged as a leader among customer record-centric products. The product shines in its ability to support agents through phone agent, blended agent, and agent collaboration tools — all of which sit on top of a solid workflow engine.
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