In order to clearly understand how local governments are using and deriving benefits from Microsoft Dynamics CRM, Microsoft turned to IT advisory firm Mainstay Partners for an independent assessment. Mainstay Partners interviewed a number of government entities across the globe to explore their experiences with deploying Microsoft Dynamics CRM. This paper will provide profiles of a number of these local governments, showing how each government entity has achieved a more citizen-centric approach, and greater satisfaction and approval from their constituencies, using Microsoft Dynamics CRM.