What do you like best?
It's easy to import articles to RefWorks from your computer. Also it's time saving to be able to import articles directly from the Internet. Refworks supports most of the university libraries and popular indexes such as SSCI, SCI and ISI. Microsoft Word plug-in is handy when citing articles, but plug-in for other word processors is missing. The biggest advantage of using a reference manager is not to forget citations both in-text and in references.
What do you dislike?
The website of RefWorks is not well designed, it looks quite old. RefWorks is not a cross-platform reference manager, it doesn't support Linux distributions. Also there is no option to integrate the software with Libre Office or Open Office. It only provides a plug-in for Microsoft Word. Finally, licence for RefWorks is quite expensive and the trial version is only for 30 days.
Recommendations to others considering the product
RefWorks is a good solution for reference managing but it only supports MS Windows. If you are using any Linux distributions, I suggest you to try open source alternatives which also supports Open Office and Libre Office. Also there are lots of powerful free alternatives available nowadays, such as Mendeley and Zotero.
What business problems are you solving with the product? What benefits have you realized?
I've tried RefWorks in the beginning of my academic career. It's an easy to use software and you can easily import articles both from your local machine and the Internet.