Thomas Hinselmann Alexander V. Smirnov Mikhail Pashkin Nikolai Chilov Andrew Krizhanovsky Implementation of Customer Service Management System for Corporate Knowledge Utilization. 475-486 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3336&spage=475 2004 conf/pakm/2004 PAKM db/conf/pakm/pakm2004.html#HinselmannSPCK04