CRM Strategy Consultants

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 programs 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

Data Analytics

More data has been produced in the last two years than in all previous history. And thanks to the Internet and an ever-expanding variety of connected devices, the amount of customer data available to businesses and brands is growing exponentially and will continue to do so.

Data Analytics leverages information from traditional media as well as new and emerging digital sources to help you better understand your customers while profitably and proactively managing the acquire-retain-grow customer lifecycle. …more

eCommerce

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 Services

Executive Briefings Readiness Assessments Strategies & Roadmaps Implementation Services

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

Upcoming Events

Engaged Customer Strategy: Your Road Map to Success in 2030 – May 3

Engaged Customer Strategy Keynote

ISM’s President, Barton Goldenberg will deliver his keynote: Engaged Customer Strategy—Your Road Map to Success in 2030 at the bpm’online Accelerate Conference in Boston, MA on May 3 from 11:30 AM – 12:10 PM EST.

For more information and to register for this conference, please click here

DoD Knowledge Management Symposium Keynote – May 16

DoD Knowledge Management Symposium Keynote

Join Barton Goldenberg for the DoD Knowledge Management Symposium

May 16, 2018
Baltimore, MD
Baltimore Convention Center

Engaged Customer Strategy— Your Road Map to Success in 2030

All DoD and government agencies need to gather, organize, analyze, and exploit the deluge of data coming from both traditional media and the digital firehose. Your goal is to capture and retain insights and knowledge from customers awash in an increasingly digital sea. Learn how DoD and government agencies can leverage lessons learned from best-in-class B2B, B2C, and B2B2C organizations such as ExxonMobil, Amazon, Marriott, Uber, and Disney who are taking an integrated approach to customer engagement. Learn how to turn data into value by leveraging transactional data, CRM data, third-party data and Identity Resolution tools to create holistic customer profiles, segmenting these profiles and then offer services to your customers via Traditional Media, Social Media, eCommerce, and Emerging Technologies channels to drive acquisition, retention and growth. Discover how solid CRM and KM systems form the foundation of a successful, Engaged Customer strategy.

By attending this session, you will learn:

- How to optimally gather offline and online information about your customers, analyze the information and derive actionable insights from it.
- The role of CRM and KM as the foundation of an Engaged Customer Strategy that contain holistic customer profiles populated with timely, relevant customer information.
- How to leverage private sector CRM and KM concepts in DoD and government agencies.

To register for this event, please click here

Salesforce Webinar: The Latest Digital Trends in the Manufacturing Industry - May 29

Presented By:

Barton Goldenberg, President, ISM
Peter McCall, Product Marketing Manager, Salesforce.com

Date: May 29, 2018
Time: To Be Posted Soon

77% of businesses state that digital transformation is their first strategic priority. Why do certain companies thrive in the digital deluge and others lose their way? Hear how best-in-class manufacturing companies have embraced digital transformation and created customer-centric strategies to propel growth for themselves and their customers. Learn how these companies have optimized their people/process/technology mix to lead the way in digital transformation, and to secure enhanced customer engagement.

During this webcast, industry leader Barton Goldenberg, President of ISM, and a guest speaker from a best-in-class, global manufacturing company will provide participants with a framework to help ensure your successful digital transformation and will share stories about manufacturing companies leading the way in digital transformation. This is one webcast you will not want to miss!

The registration Weblink will be posted soon!