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We're making knowledge management have a business value. The more it's used, the smarter it gets.

Our goal is the right answer to right user at the right time, so that support comes in a contextually relevant way in a buy-and-sell situation. We want to be the first level of support for all users. The telephone won't go away, but it should be just for the toughest questions.

We're going to migrate GE's customers from pure EDI to a mixed EDI/Web marketplace. We will provide support in that community. We need to turn long-term relationships into new ones.

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