Executive Summary (This is a document excerpt)

The challenge of managing numerous research requests with a small staff is one that affects many market research organizations. Verizon's repository of secondary research, managed by the Verizon Information Research Network (VIRN), has adopted a robust self-service model to tackle this problem. Its research portal, powered by Northern Light's SinglePoint, provides knowledge workers with enterprise access to research from more than 20 sources. However, the VIRN staff encourages Verizon employees to contact them directly when they cannot find specific information. VIRN fields 2,500 research requests a year and has managed this by funneling requests through its Web site and adopting customer relationship management (CRM) systems. This approach has allowed VIRN to grow into a trusted partner of the business.

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