Founder and President
Sailing is a hobby of ISM’s founder and president, Barton Goldenberg. It also reflects his philosophy: Set the course – to provide a successful customer experience – and be ready to take advantage of change to meet the challenges of the new digital consumer.
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 and Social Media Communities, including the American Automobile Association (AAA), Exxon Mobil, Giorgio Armani, Johnson Controls, Kraft, Marriott, McGraw-Hill, and T. Rowe Price.
A Customer-Driven Advocate
As a customer-driven advocate, Barton saw that the Internet and mobile/wireless technologies could serve customers in Real Time, a concept Barton developed and promoted beginning in 2000. 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 a company’s branding, product development and customer service processes. Whether business-to-business or business-to-consumer, customer expectations must be met in Real Time which Barton addresses in his book: CRM in Real Time: Empowering Customer Relationships, published by Information Today. His book, CRM Automation, (Prentice Hall) is considered the primer for companies implementing customer-focused programs. ISM’s Software Lab publishes the benchmark Guide to Mobile & Social CRM Automation (now in its 18th edition). His new book on Social CRM will be published this year. 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, which include CRM, Social CRM, Social Media Communities and Digital Marketing are praised by audiences worldwide including organizations such as AAA, Amtrak, Armstrong, Department of Defense, Delta Faucet, DHL, ExxonMobil, Giorgio Armani, Johnson Controls, Kraft, Marriott, McGraw-Hill, Merck, Nike, PepsiCo, Pfizer, Raymond James, T. Rowe Price, United Way, Xerox and more. His real-world case studies and humorous style have made him a popular presenter, from the Gartner 360 Customer Summit to presentations for Microsoft, Nike and many others. Barton chaired a number of Destination CRM Conferences and served as co-chairman guest moderator for webinars and virtual tradeshows sponsored by publishers and vendors.
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. Presently, Barton serves as the President of the MetroBethesda Rotary Club.