Customer-Centric Strategic CRM Consultants

ISM’s Customer-Centric Focus Service Areas



CRM/Social CRM

Between CRM and Social Media lies Social CRM – the business strategy of engaging customers through Social Media with the goal of building trust and increasing brand loyalty, then integrating that information into the CRM system. more


Big Data Analysis

Big Data has been described as everything from “as powerful as a tsunami, but a deluge that can be controlled” to “just another name for the same old data marketers have always used.” more.



Branded Communities

Branded communities sit at the intersection between knowledge management and social media communities. They combine social media tools and knowledge management principles to create… more


Channel Optimization

Channel management in both B2B and B2C industries is evolving quickly. Who could have forecasted the explosive growth of companies like Amazon, Apple, iTunes, Sysco, or Zappos? more



Customer Experience

How easy is it to conduct business with your company?  How good is the experience when people visit your website, call your contact center, request information, or have a face-to-face with your sales representatives? more


Consulting Approach

ISM’s signature “top down/bottom up” approach of integrating people, process and technology to ensure the success of customer-centric initiatives is widely recognized as an industry standard. more



Customer-Centric Business Strategies


The Definitive Guide to Social CRM Book

Pearson Publishes Barton Goldenberg’s New Book on Social CRM

Following two successful books, CRM Automation and CRM in Real Time, Barton Goldenberg’s important new book: The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits was recently published  by Pearson, the #1 global publisher. Access the publication press release and read an article in DMNews by Eric Krell based on a book review of The Definitive Guide to Social CRM and an interview with Barton Goldenberg. Titled: What’s Wrong With Social CRM, and How To Make It Right — this compelling article describes the increasing importance of Social CRM in understanding and reaching today’s “digital” customers.

Read more or Order Book

The Definitive Guide to Social CRM

ISM's Customer Testimonials

“Pyrotek could not be more pleased with the results we’ve experienced working with ISM. From the initial business case through assessment and implementation… We consider ISM to be our customer-centric strategic CRM partner.”

Joe Tarulli
Corporate Sales Development
Manager, Pyrotek

“I have received great feedback on your presentation material, the relevance of the whole CRM subject, and without a doubt your passionate delivery. Thank you again for participating in our Marketing Excellence Lunchtime Seminar series.”

Kenneth Fritz
Global Training Manager

“We brought ISM onboard to get our CRM program moving in the right direction. We received great value from their knowledge, guidance and support… It is reassuring to know we can always call on ISM as our trusted CRM advisor.”

Sheila Jo Wojcik, Ph.D.
SVP Comm/Corp Affairs
University Federal Credit Union

“Barton Goldenberg is one of the leading thinkers and consultants in CRM strategy and practice. He – and his team – have extensive experience working with Canadian Automotive Association (CAA) and American Automotive Association (AAA) clubs…”

Gary Howard
VP Marketing & Communications
CAA (Atlantic)

ISM Special Alerts

ISM 2015-2016 Top 15 CRM Software Award Winners 

To see the list of the 2015-2016 Top 15 CRM Software Award winners for ‘Enterprise’ and ‘Small & Medium Business’ Solutions along with a forecast of key CRM Trends, please click here to access the ISM Press Release. Reviews are available for purchase on the ISM storefront and can be purchased as a Top 15 CRM software package or individually.

New Articles

Read this important article — What’s Wrong With Social CRM, and How to Make it Right by Eric Krell, Contributing Writer, Direct Marketing News. Based on an interview of Barton Goldenberg and his recent book, The Definitive Guide to Social CRM. To print a PDF version, click here

Barton Goldenberg also discusses key Social CRM mistakes and how to avoid them in the August 2015 edition of CRM Magazine.

ISM Blog Update

Check out ISM’s recent blog posts in which we discuss: branded community integration with Social CRM, CRM market trends, gamification, Customer Experience Management,  the KPIs to determine the succcess & benefits of branded communities, an important Social Media pilot case study, predictions of a CRM fragmentation phenomena and more.

ISM Webinar Archive Recordings Available

The archive recordings of the Nov 10th ISM “Creating Customer Experience Management Excellence: Secrets from the Pros”, Oct 15th ISM “How Your Organization Can Benefit from Branded Social Communities“, Sept 15th ISM “How to Leverage Social CRM to Your Organization’s Advantage” Webinars are now available on the ISM Webinar Archive Webpage. To access these Webinar archive recordings, please click here

Upcoming Events, Webinars and Speaking Engagements

ISM Webinar: CRM Fragmentation: Fiction or Fact? (February 10, 2016)

CRM Fragmentation: Fiction or Fact? (February 10, 2016)

Details concerning the CRM Fragmentation Webinar will be posted soon!

2016 FSMA Top2Top Conference - New Orleans

2016 FSMA Top2Top Conference - New Orleans

2016 FSMA Top2Top Conference February 15—18 in The Roosevelt New Orleans Hotel


ISM Founder-President Barton Goldenberg will be speaking on The Recipe to Achieve CRM Success

For more information on the 2016 FSMA Top20Top Conference, please click here

The Recipe to Achieve CRM Success presentation is on Wednesday, February 17. For more information on Barton’s presentation, please click here 

Additional details on Barton’s presentation will be posted soon.