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Journal of technology management & innovation

versión On-line ISSN 0718-2724

Resumen

GRISE, Paulo  y  ZUNIGA HUERTAS, Melby Karina. Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients. Journal of Technology Management & Innovation [online]. 2013, vol.8, suppl.1, pp.71-71. ISSN 0718-2724.  http://dx.doi.org/10.4067/S0718-27242013000300071.

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.

Palabras clave : information and communication technology; organizational market; relationship; information technology; value.

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