Purpose – This exploratory case study research aims to apply a processual analysis to the implementation of a customer relationship management (CRM) system from a knowledge management perspective to a contemporary (1999‐2004) situation within a UK city council. The paper seeks to place a...

This paper brings together two challenging areas for both information systems (IS) research and practice: forms of coordination, and the efficacy of global, virtual software development projects. The contribution of the present paper is to develop a more comprehensive, knowledge-based model of...

Information Technology offshore outsourcing means using an offshore provider to handle some of an enterprise’s IT work. Offshore outsourcing now has a track record, so it has become an option that IT leaders need to consider. But the practice has raised the issue of how to manage expertise...