ABSTRACT
This chapter analyses data from a case study in software product development in a software house in Norway gathered over a two-year period. The software house is referred to as ‘the company’. The company is engaged in commercial software development and develops and sells project planning and management tools and provides consultancy services, training and support in using these tools. At present, the company employs 25–30 people, but it is rapidly expanding and searching out new market share. The main market has been the Nordic oil and gas industry. To expand to new markets, in particular building and construction, the company has started to change and improve its knowledge management practices regarding customer relations, which have rested largely on oral and personal connections. These practices are time-consuming and not aligned with the goal of serving a growing market with diverse customers.
