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


  • Paulo Grise Departamento de Administração, Centro Universitário da FEI
  • Melby Karina Zuniga Huertas Departamento de Administração, Centro Universitário da FEI



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.


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Author Biographies

Paulo Grise, Departamento de Administração, Centro Universitário da FEI

Management Department

Melby Karina Zuniga Huertas, Departamento de Administração, Centro Universitário da FEI

Management Department


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How to Cite

Grise, P., & Huertas, M. K. Z. (2013). Choosing ICT Tools: Proposition of a Model to Deliver Value for Clients. Journal of Technology Management & Innovation, 8, 189–200.