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

Abstract

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.

Exploring Information Capability and Its Role in Innovation

“…Grounded theory is widely known in social research (Allan, 2003;Charmaz, 2006;Strauss & Corbin, 1990), although little research related to management has applied it. However, there are some interesting studies in this field based on grounded theory, such as the analysis of ERP implementation success (Zhang, Lee, Huang, Zhang, & Huang, 2005), the sustainable global value chain (Cruz & Boehe, 2008), the delivery value of ICT tools (Grise & Zuniga Huertas, 2013) or the coping strategies of business leaders during an economic downtown (Van Zyl & Du Plessis, 2012), among others.…”