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The have mentioned Crystal Reports, but I am currently unhappy with this solution because it will mean that technical support staff will have to be proficient in Crystal Reports in order to offer training to the end-user.

It is also my understanding that the customer would have to buy Crystal Reports in order to create his own reports - I'd be glad if anyone can clarify that point for me.

Are there any other tools I should be evaluating ?
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Take a look at FoxFire at www.micromegasystems.com. Our marketing departement need to be able to make reports on the fly and seem quite confortable with it. There is also R&R Report Writer, I've never tryed that one.