About the Author

Tom Wong (Boston, MA) is the Vice President of CRM solutions for Theikos, a business process consulting and applications development firm with offices in Boston, USA and New Delhi, India. The company works with its clients to build enterprise solutions for customer relationship management, financial management, professional services automation, messaging, and collaboration. Tom is a leading authority on CRM applications with direct experience with solutions that include Salesforce.com and Siebel Systems. His insights on metrics and best practices to evaluate and implement such systems have resulted in numerous interviews with Computerworld, CIO Magazine, Bloomberg, The Wall Street Journal, and other leading publications. Tom was formerly a member of the Executive Team at Gómez, Inc., the Internet Quality Measurement Company, where he held a variety of management positions, most recently Vice President of Marketing. His clients have included Bank One, Wells Fargo, E*Trade and Datek.