This text provides an overview of an increasingly important field of customer relationship management (CRM). Cus tomer relationship management (CRM) is the seamless coordination between sales, customer service, marketing, field support, and other customer-touching functions. Correcting a widespread lack of understanding of CRM at the CEO level, this book provides senior-level executives with a solid foundation of what CRM is and how a good customer relationship management system should work.

Author Biography

BRYAN BERGERON has spent the last thirty years designing and working with computers and electronics. He teaches at Harvard Medical School and MIT, serves as Editor in Chief of e.MD and technical editor of Postgraduate Medicine, and is on the editorial boards of Healthcare Informatics and Perspectives in Biology and Medicine, among others. He has authored several books on business and technology.