LONDON and WATERLOO, Canada, April 29 /PRNewswire/ --

- New Report Indicates That More Than Half of European Companies Lost out
on Sales and Service Opportunities Before Deploying Mobile CRM

Launched today are the findings of a study by Forrester Consulting on
behalf of Research In Motion (RIM) (Nasdaq: RIMM: TSX: RIM) that highlight
how and why organisations in Europe are mobilising enterprise applications,
like Customer Relationship Management (CRM), to gain a competitive advantage.

Based on the responses from over 1,000 business and IT decision makers,
from companies in France, Germany, Italy, Spain and the UK, the research
shows that the top two reasons organisations mobilise CRM are improved sales
and improved employee productivity (87%). The third biggest driver to
mobilise CRM was improved customer service (55%), suggesting that the trend
to mobilise enterprise applications not only benefits internal operations,
but also increases customer satisfaction.

With information changing at such a fast pace in today's business
environment, mobile employees can not solely rely on accessing information
from a desk-based system as it is often inaccessible on a timely basis or out
of date by the time they leave the office. Respondents from the study also
outlined five main benefits of mobile CRM, compared to traditional desk-based
access, which included:

- Improved productivity of front-line personnel (77%)
    - Improved customer experience (74%)
    - Increased customer satisfaction (73%)
    - Improved business process efficiency (73%)
    - Reduced CRM costs (63%)



Chris Burke, Managing Director of Research In Motion, EMEA, commented:
"To be effective, mobile workers need to call upon the most up-to-date
information wherever they are. Many of our customers, in a broad range of
industries, have already recognised that mobile CRM can offer significant
operational and customer-facing benefits and they are selecting the
BlackBerry platform for its security, manageability and depth of support from
CRM application vendors."

Nearly three-quarters (73%) of the respondents who have deployed mobile
CRM explained that it helps front-line personnel be more effective in their
jobs. Empowering employees to access and update information wherever they are
can prove to be a real business benefit not only to mobile workers, but also
for office-based employees who rely on real-time data.

The survey sample represented different sized organisations from across
Europe and showed that although more larger companies (>500 employees) have
mobilised CRM systems to date, a greater number of smaller organisations
(63%) have plans to mobilise their CRM systems. The benefits are so
compelling, in fact, that over two-thirds (69%) of companies who have
mobilised CRM stated that they are likely to recommend others do so. The most
common areas within an organisation that utilise mobile CRM are:

- Sales (63%)
    - Customer service (60%)
    - Field service (51%)



The study is testament to the interest many organisations are expressing
to mobilse enterprise systems for their ever increasing mobile work force.
The report outlines that more than half the respondents who have a CRM system
in place previously lost sales or service opportunities because the
information they needed was available back at the office. Burke, added: "This
alone is a compelling enough reason for organisations to seriously consider
extending their CRM solution to mobile workers."

About the study

The research was undertaken in March 2009 and involved interviewing 1,005
business and IT decision makers from companies in United Kingdom, France,
Germany, Italy and Spain. The sample represented a broad cross-section of
industries as well as organisational size with an equal proportion of
respondents coming from organisations larger, and smaller, than 500
employees. The full research report is available to download for free from:
http://www.blackberry.com/uk/mobilecrm

About Research In Motion (RIM)

Research In Motion is a leading designer, manufacturer and marketer of
innovative wireless solutions for the worldwide mobile communications market.
Through the development of integrated hardware, software and services that
support multiple wireless network standards, RIM provides platforms and
solutions for seamless access to time-sensitive information including email,
phone, SMS messaging, Internet and intranet-based applications. RIM
technology also enables a broad array of third party developers and
manufacturers to enhance their products and services with wireless
connectivity to data. RIM's portfolio of award-winning products, services and
embedded technologies are used by thousands of organizations around the world
and include the BlackBerry(R) wireless platform, the RIM Wireless
Handheld(TM) product line, software development tools, radio-modems and
software/hardware licensing agreements. Founded in 1984 and based in
Waterloo, Ontario, RIM operates offices in North America, Europe and Asia
Pacific. RIM is listed on the Nasdaq Stock Market (Nasdaq: RIMM) and the
Toronto Stock Exchange (TSX: RIM). For more information, visit
http://www.rim.com or http://www.blackberry.com.

The BlackBerry and RIM families of related marks, images and symbols are
the exclusive properties and trademarks of Research In Motion Limited.