Creative Commons "Este é um artigo publicado em acesso aberto sob uma licença Creative commons (CC BY 4.0). Fonte: https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84880709449&origin=inward. Acesso em 29 set. 2013.GRISE, P.Huertas, M.K.Z.2022-01-122022-01-122013-02-11GRISE, P.; HUERTAS, M. K. Z. Choosing ICT tools: Proposition of a model to deliver value for clients. Journal of Technology Management and Innovation, v. 8, n. SPL.ISS.1, p. 189-200, Feb. 2013.0718-2724https://repositorio.fei.edu.br/handle/FEI/4105Several 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. © Universidad Alberto Hurtado, Facultad de Economía y Negocios.Acesso AbertoArtigo10.4067/s0718-27242013000300071Information and communication technologyInformation technologyOrganizational marketRelationshipValue