ABSTRACT
Abstract: This chapter provides insights for redesigning IT-enabled customer support processes to meet the demanding requirements of highly dynamic environments in which fast response, shared knowledge creation, and internetworked technologies are the dynamic enablers of success. The chapter describes the implementation of the TechConnect support system at Storage Dimensions, a manufacturer of high-availability computer storage system products. TechConnect is a unique IT infrastructure for problem resolution that includes a customer support knowledge base in which the structure is dynamically updated based on adaptive learning through customer interactions. The chapter assesses the effects of TechConnect and its value in creating a learning organization. It then draws insights for redesigning knowledge-creating customer support processes for the dynamic business conditions of the electronic economy.
