Improving the customer configuration update process by explicitly managing software knowledge
Proceedings of the 28th international conference on Software engineering
Proceedings of the 2006 international workshop on Workshop on interdisciplinary software engineering research
Multi-tenant SaaS applications: maintenance dream or nightmare?
Proceedings of the Joint ERCIM Workshop on Software Evolution (EVOL) and International Workshop on Principles of Software Evolution (IWPSE)
CD'05 Proceedings of the Third international working conference on Component Deployment
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The maintenance of enterprise application software at a customer site is a potentially complex task for software vendors. This complexity can unfortunately result in a significant amount of work and risk. This paper presents a case study of a product software vendor that tries to reduce this complexity by integrating product data management (PDM), software configuration management (SCM), and customer relationship management (CRM) into one system. The case study shows that by combining these management areas in a single software knowledge base, software maintenance processes can be automated and improved, thereby enabling a software vendor of enterprise software to serve a large number of customers with many different product configurations.