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.



Knowledge Communities

Knowledge 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


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

Pearson Publishes Barton Goldenberg’s New Book on Social CRM in March 2015

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 will be published March 16, 2015,  by Pearson, the #1 global publisher. Watch for more news about this definitive book on the increasing importance of Social CRM in understanding and reaching today’s “digital” customers.

ISM Blog Update

Check out ISM’s recent blog post in which Barton Goldenberg discusses Channel Optimization, the most important area affecting an organization’s profitability.

ISM Webinar Archive Recordings Available

The archive recordings of the September 16 ISM webinar on “CRM Strategy: Getting This Right Once and For All”, the October 14 ISM webinar on “Knowledge Communities: The Value – Add of Private Social Communities” and the Nov. 12 ISM “Customer Experience Management” webinar 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's Channel Optmization Webinar - February 10, 2015

Next ISM Webinar

Channel Optimization: Readying Your Distribution Strategy for the Future (February 10, 2015)

Presented by Barton Goldenberg, Founder/President of ISM and Bob Dunfee, VP, ONE Evangelist of

Attend this webinar and

– Learn why Channel Optimization is required to ready your organization’s distribution strategy for the future.

– Understand how Channel Optimization fits into an organization’s multi-channel strategy.

– Learn how Channel Optimization is critical to achieve a ‘lowest-cost-to-serve’ strategy that significantly impacts an organization’s profitability and maximizes the customer experience.

To register for this Webinar, please click here