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...

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Autores principales:	Grise,Paulo, Zuniga Huertas,Melby Karina
Lenguaje:	English
Publicado:	Universidad Alberto Hurtado. Facultad de Economía y Negocios 2013
Materias:	information and communication technology organizational market relationship information technology value
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000300071
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spelling	oai:scielo:S0718-272420130003000712014-09-16Choosing ICT Tools: Proposition of a Model to Deliver Value for ClientsGrise,PauloZuniga Huertas,Melby Karina information and communication technology organizational market relationship information technology value 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.info:eu-repo/semantics/openAccessUniversidad Alberto Hurtado. Facultad de Economía y NegociosJournal of technology management & innovation v.8 suppl.1 20132013-02-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000300071en10.4067/S0718-27242013000300071
institution	Scielo Chile
collection	Scielo Chile
language	English
topic	information and communication technology organizational market relationship information technology value
spellingShingle	information and communication technology organizational market relationship information technology value Grise,Paulo Zuniga Huertas,Melby Karina Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients
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.
author	Grise,Paulo Zuniga Huertas,Melby Karina
author_facet	Grise,Paulo Zuniga Huertas,Melby Karina
author_sort	Grise,Paulo
title	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_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_sort	choosing ict tools: proposition of a model to deliver value for clients
publisher	Universidad Alberto Hurtado. Facultad de Economía y Negocios
publishDate	2013
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000300071
work_keys_str_mv	AT grisepaulo choosingicttoolspropositionofamodeltodelivervalueforclients AT zunigahuertasmelbykarina choosingicttoolspropositionofamodeltodelivervalueforclients
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Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients

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