A Case Study of a product software vendor’s Customer Configuration Updating Process: GX Creative Online Development

This case study report describes the results of a case study of GX creative online development, a Dutch product software vendor, into its customer configuration updating (CCU) process. The aim of the research was to document the CCU process of GX, and to uncover strengths and weaknesses. The case study was performed by doing interviews and examining development documentation, software, and internally used tools. The results of the case study are organizational descriptions, software descriptions, and the descriptions of the CCU and development processes. The main conclusions of the case study are twofold. First the case study shows that explicit software knowledge management can automate parts of the CCU process. Secondly, the case study uncovers complex issues that are specific to content management system vendors.