Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients
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 o...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universidad Alberto Hurtado
2013-04-01
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| Series: | Journal of Technology Management & Innovation |
| Subjects: | |
| Online Access: | https://www.jotmi.org/index.php/GT/article/view/1239 |
| _version_ | 1797848353841610752 |
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| author | Paulo Grise Melby Karina Zuniga Huertas |
| author_facet | Paulo Grise Melby Karina Zuniga Huertas |
| author_sort | Paulo Grise |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-09T18:27:14Z |
| format | Article |
| id | doaj.art-0f43a657258142ef9a9e2b0bee2448c1 |
| institution | Directory Open Access Journal |
| issn | 0718-2724 |
| language | English |
| last_indexed | 2024-04-09T18:27:14Z |
| publishDate | 2013-04-01 |
| publisher | Universidad Alberto Hurtado |
| record_format | Article |
| series | Journal of Technology Management & Innovation |
| spelling | doaj.art-0f43a657258142ef9a9e2b0bee2448c12023-04-11T20:01:20ZengUniversidad Alberto HurtadoJournal of Technology Management & Innovation0718-27242013-04-01810.4067/S0718-27242013000300071816Choosing ICT Tools: Proposition of a Model to Deliver Value for ClientsPaulo Grise0Melby Karina Zuniga Huertas1Departamento de Administração, Centro Universitário da FEIDepartamento de Administração, Centro Universitário da FEISeveral 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.https://www.jotmi.org/index.php/GT/article/view/1239Information and Communication TechnologyOrganizational MarketRelationshipInformation TechnologyValue. |
| spellingShingle | Paulo Grise Melby Karina Zuniga Huertas Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients Journal of Technology Management & Innovation Information and Communication Technology Organizational Market Relationship Information Technology Value. |
| title | Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients |
| title_full | Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients |
| title_fullStr | Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients |
| title_full_unstemmed | Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients |
| title_short | Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients |
| title_sort | choosing ict tools proposition of a model to deliver value for clients |
| topic | Information and Communication Technology Organizational Market Relationship Information Technology Value. |
| url | https://www.jotmi.org/index.php/GT/article/view/1239 |
| work_keys_str_mv | AT paulogrise choosingicttoolspropositionofamodeltodelivervalueforclients AT melbykarinazunigahuertas choosingicttoolspropositionofamodeltodelivervalueforclients |