CRM Strategy Consultants

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Closed-Loop Customer Engagement: The 5 Steps to Success

Join ISM President Barton Goldenberg and Gerhard Heide, Director of Global Market Strategy for Pitney Bowes, for an exciting webcast that will provide you with 5 critical steps to acquiring, retaining and growing customers in today’s digital deluge. Learn how global, best-in-class companies are implementing their Engaged Customer Strategies with real-world case studies and tips for succeeding in your customer engagement efforts. If you are responsible for helping your organization survive and thrive in the future, this is one webcast you will not want to miss!

Barton Goldenberg - Gerhard Heide


Date: Tuesday, September 26, 2017
Time: 2:00 PM EDT (11:00 AM PDT)
Duration: 1 Hour




Who We Are


Since 1985, ISM has provided customer-centric strategies, including creating and implementing CRM, digital-marketing and customer-experience strategies for best-in-class organizations in both the public and private sectors worldwide. Our unique methodology combines strategic vision with powerful technologies and tools and a structured approach to deliver actionable strategies that lead to an enhanced customer engagement, improved customer service, better-calibrated marketing messages and ultimately, to increased customer acquisition, retention & growth.

Areas of Focus


Social Media Communities

Today, more than 60% of the global population has access to the Internet. More than 76% of Internet users access Social Media communities on a weekly basis. Any organization that does not have a sound CRM strategy including Social Media Communities struggles to acquire and retain customers, and grow its customer base…more


Emerging Technologies

Winning companies in today’s global marketplace are embracing a digital business revolution that amounts to a changing of the guard.  It requires businesses to continually reinvent themselves using the latest technologies just to stay alive.  These and other companies know that Emerging Technologies will help them create better products and services, engage more effectively with their digital clients, significantly drive down costs, and stay one step ahead of their competition…more

Customer Experience

Most US consumers say they would pay more to ensure a superior customer experience.  Moreover, it takes 12 positive experiences to make up for one unresolved negative experience.  No wonder the world’s best run organizations are obsessed with delivering outstanding customer experiences…more


Big Data

Big Data has been described as everything from “a tsunami, but one that can be controlled,” to “just another name for the same old data marketers have always used.”  We view Big Data as information from both traditional and new digital sources that can be leveraged to help you understand your customers while profitably and proactively managing the acquire-retain-grow customer lifecycle…more




eCommerce in the US now accounts for 8% of total retail sales – more than double its share only a decade ago.  Given that global eCommerce is forecasted to explode to 15% of total worldwide retail sales by 2020, any B2C, B2B or B2B2C company without a solid, long-term eCommerce strategy is taking a huge risk…more


Holistic Customer Profile

At the core of every successful CRM strategy is the creation and implementation of Holistic Customer Profiles, also known as customer master files, that seamlessly integrate both online and offline data to create a single comprehensive customer data record. The customer profile is like a daisy with the customer at the center and all relevant customer information – from transactions to customer service incidents, from activities to next best offer, from opportunities to financial value, and more – stored in the petals…more



Our Value Proposition

Since 1985, ISM has established itself as the premiere CRM strategy advisor to organizations planning or implementing customer-centric business initiatives that maximize user-adoption, ensure seamless collaboration between customer-facing functions, and enhance customer engagement. We offer:

  • Proven Track Record with global, best-in-class organizations spanning more than 30 years.
  • Senior Staff with broad experience in B2B, B2C and B2B2C environments
  • A Structured Top Down/Bottom Up Methodology that balances people, process and technology to ensure organizational alignment and maximize positive impacts to employees and customers
  • On-time, on-budget implementations that enhance sales, profits and productivity
  • 100% Vendor-Independent Perspective
  • Thought Leadership in emerging technology usage that creates competitive advantages

Customer Testimonials

“Barton Goldenberg has been at the forefront of Customer Relationship Management for 31 years. As a regular columnist to CRM Magazine, Barton has influenced our audience in print, online, and as a conference chair and speaker at our annual CRM Evolution Conference & Exhibition.”

Bob Fernekees
VP/Group Publisher
CRM Media, a div. of
Information Today, Inc.

“I received great feedback on your presentation material, the relevance of the whole CRM subject, and without a doubt your passionate delivery.”

Kenneth Fritz
Global Training Manager
Exxon Mobil

“Excellent — the presentation, the audience interaction and the content. A home run.”

Fred Meyer
Executive VP
Innovative Entertainment

“From shaping CRM to understanding today’s digital client, ISM— led by Barton Goldenberg — stays ahead of the curve.”

Tim Bajarin
Creative Strategies