Title :
Integrated development and maintenance of software products to support efficient updating of customer configurations: a case study in mass market ERP software
Author :
Jansen, Slinger ; Brinkkemper, Sjaak ; Ballintijn, Gerco ; van Nieuwland, Arco
Author_Institution :
Inst. of Inf. & Comput. Sci., Utrecht Univ., Netherlands
Abstract :
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 itnowledge 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.
Keywords :
DP industry; customer relationship management; enterprise resource planning; software maintenance; software metrics; CRM; PDM; SCM; customer configuration; customer relationship management; enterprise application software; mass market ERP software; product data management; software configuration management; software knowledge base; software maintenance process; software products; software vendors; Application software; Computer aided software engineering; Computer science; Contracts; Customer relationship management; Databases; Enterprise resource planning; Mathematics; Software development management; Software maintenance; customer relationship management; deployment; product data management; product software; software configuration management; software delivery;
Conference_Titel :
Software Maintenance, 2005. ICSM'05. Proceedings of the 21st IEEE International Conference on
Print_ISBN :
0-7695-2368-4
DOI :
10.1109/ICSM.2005.56