Supply Chain and Information Systems
Journal or Book Title
International Food and Agribusiness Management Review
This case study explores Farm Credit Services of Mid-America’s (FCS MA) process of identifying and implementing new technology needed to meet the needs of their customer relationship management (CRM) program. This case illustrates the key challenges facing firms as their CRM programs are expanded and improved to continually meet the customer’s needs and explores the complexities of developing and implementing a large information technology system. Decisions ranging from which technology system is right to which approach is best when training and motivating the system users are considered.
International Food and Agribusiness Management Association (IAMA).
Martens, Bobby J. and Akridge, Jay T., "Customer Relationship Management at Farm Credit Services of Mid-America: Working towards a SingleView" (2006). Supply Chain Management Publications. 72.