Founder and President
Barton Goldenberg: Entrepreneur, Author, Speaker & Futurist
Barton Goldenberg has always occupied a leading role in providing a lifecycle approach to customer relationships – from founding a pioneering firm, ISM Inc., in 1985, when the concept of Customer Relationship Management (CRM) was taking form, to being one of the first three inductees into the CRM Hall of Fame. Barton’s foresight to integrate sales, marketing, customer service, business intelligence and social media is the foundation of today’s customer-driven products and services industry. Goldenberg and his staff provide strategic services to best-in-class organizations planning and implementing CRM/Social CRM, Big Data Analytics & Insight, Branded Communities, Customer Experience, and Channel Optimization, including the American Automobile Association, Exxon Mobil, Giorgio Armani, Johnson Controls, Jaguar Land Rover, Kraft, Marriott, McGraw Hill, Nike, Samsung and T. Rowe Price.
A Customer-Driven Advocate
As a customer-driven advocate, Barton writes and speaks about meaningful trends that change the way that organizations engage with their customers. For today’s “always-on, always-connected” consumer, collaboration is the key in the customer lifecycle. User-generated content and Social Media brings consumers interactively into an organization’s branding, product development and customer service processes. His new book – titled The Definitive Guide to Social CRM (Pearson, 2015) – deals with the impact of Social Media and its integration with CRM, a concept that Barton developed and began promoting in 2009. The book explains how to apply Social CRM to systematically harvest information from any online conversation and community, integrate it into customer profiles, and use it to enhance customer engagement and to seamlessly personalize better interactions and offers across an organization’s entire business. His prior book, CRM in Real Time (Information Today, 2008), described why customer expectations must be met in Real Time and how the Internet and mobile/wireless technologies could serve all customers (B2B, B2C, B2C2B) in Real Time. His first book, CRM Automation, (Prentice Hall, 2003), is considered the industry primer for organizations implementing customer-focused programs. ISM’s Software Lab also publishes the benchmark The eGuide to Mobile & Social CRM Automation (now in its 20th edition). Goldenberg is a regular columnist for CRM Magazine and is often quoted in popular business and trade publications.
A Bottom-Line, Results-Oriented Style
Barton’s results-oriented style has made him popular with audiences around the world as a sought-after speaker and writer. His presentations concerning customer-centric business strategies are praised by audiences worldwide including organizations such as Amtrak, Armstrong, Department of Defense, Delta Faucet, DHL, Johnson Controls, Merck, PepsiCo, Pfizer, Raymond James, Xerox and many others. See Barton in action at: www.crmsocialmediaspeaker.com.
His real-world case studies and humorous style have made him a popular presenter, from the Gartner 360 Customer Summit and Dreamforce to presentations for Microsoft, Selling Power and many others. Barton has led his popular CRM/Social CRM Executive Bootcamps for seven years at the CRM Evolution annual conference and exhibition sponsored by the editors of CRM Magazine.
Prior to founding ISM, Mr. Goldenberg held senior management positions at the U.S. Department of State and Monsanto Europe S.A. He holds a B.Sc. (Economics) degree with honors from the Wharton School of Business and a M.Sc. (Economics) degree from the London School of Economics. Barton lives in Chevy Chase, MD with his wife and two teenage children. He is an avid Chesapeake Bay and blue water sailor and Rotarian, currently serving as Area Governor for his local district.