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With budgets under pressure you must look at ways you can reduce IT costs. User support for business software applications is a prime candidate for scrutiny, because it takes up a significant proportion of the budget. Developing a learning culture can reduce the cost of support dramatically, allowing vital funds to be switched to providing innovative solutions that further your long-term aims. However, it must be aligned with your overall company ambitions and make use of an appropriate mix of user enablement techniques. This paper discusses how user enablement can deliver substantial savings and five steps to a continuous learning culture.
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