Customer-Centric Strategic CRM Consultants

ISM’s Customer-Centric Focus Service Areas


Digital Strategy

Organizations need a comprehensive and forward-looking Digital Strategy that encompasses all aspects of digital engagement and enables the organization to anticipate and exploit new opportunities as they arise. 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? How well do you capture the ‘Voice of the… more

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


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 digital communities sponsored and managed by an organization… 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.” We view Big Data as information from… 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? Many of these companies are now multi-billion dollar leaders… more



Customer-Centric Business Strategies


ISM Special Alerts

ISM 2015-2016 Top 15 CRM Software Award Winners

Top 15 CRM 2015 - 2016 award 

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

CRM Magazine Cover

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 the reasons for Amazon’s and Uber’s success towards their Digital Strategies efforts in the January 2016 edition of CRM Magazine.

ISM Blog Update


Check out ISM’s recent blog posts in which we discuss: Social CRM implementation, Social CRM software selection, branded community integration with Social CRM, CRM market trends, gamification, Customer Experience Management and more.

ISM Webinar Archive Recordings Available


The archive recordings of the July 20th ISM-Salesforce “Reimagine Engagement to Accelerate Business” Webinar and the March 16th ISM “Survive and Thrive in the Digital Deluge” Webinar are now available on the ISM Webinar Archive Webpage. To access this Webinar archive recording, please click here

Upcoming Events, Webinars and Speaking Engagements

Barton Goldenberg LiveRamp Conference Keynote Speeches

Barton Goldenberg LiveRamp Conference Keynotes

Barton Goldenberg will be delivering these keynote addresses at these LiveRamp Conferences:

November 1-2:  LiveRamp customer conference in NYC

Additional details concerning Barton’s keynote will be appearing soon!

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’s CRM program provides a one-stop source of information and tools that reduce waste and enable continuous improvement of customer-facing activities. We could not be where we are with CRM without ISM’s vision and support. “

Steve Davis
Executive Sponsor-CRM,

“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

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

Fred Meyer
Executive VP
Innovative Entertainment

“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.

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

Tim Bajarin
Creative Strategies