Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients

• Grise, Paulo ^[1] ; Huertas, Melby Karina Zuniga ^[1]
  1. [1] Centro Universitário da FEI

     Centro Universitário da FEI

     Brasil

     
• Localización: Journal of Technology Management & Innovation, ISSN-e 0718-2724, Nº. Extra 8, 1, 2013 (Ejemplar dedicado a: Special Issue ALTEC: Research and Management at Firms), págs. 189-200
• Idioma: inglés
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• Resumen

  • Several tools of Information and Communication Technology (ICT) are being used nowadays to support customer relationship processes. Literature review shows that, in the selection and deployment of these tools, internal goals of productivity and efficiency predominate. In just a few situations, the objective is offering higher value to the client. Therefore, the objective of this research was to propose a process of selection and deployment of ICT tools geared towards offering higher value, in the business to business market. Primary data were collected in depth interviews with high-level executives responsible for ICT areas. For the content analysis, the ATLAS-ti software was used, searching for recurrent themes. A value oriented process for choosing and implementing ICT tools was then proposed.