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This paper describes the evolution of a concept, Contact Point, the research process through which it evolved, and the work context and practices which drove its evolution. Contact Point is a web-based application that helps a business manage its relationships with its customers. It can also be used within a business as a means for managing the relationship between parts of the business. In this paper we describe a study of the applicability of Contact Point to the technical servicesdoi:10.1145/358916.358950 dblp:conf/cscw/MamykinaW00 fatcat:56x635rnprhd7lz2vuqzpbzzom