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


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

Upcoming Events

Contextual Relevance Webinar - April 24, 2018

Contextual Relevance Webinar

Contextual Relevance – the Right Message, through the Right Channel, at the Right Time Webinar

Learn tools, techniques and best-practices for meeting your customers where they are, with relevant messaging for every stage of the buying cycle, to drive increased sales, loyalty and advocacy for your brand. Join ISM Founder and President, Barton Goldenberg, and Matt Tharp, Chief Evangelist for bpm’online, for an insightful webinar.

Tuesday, April 24, 2018

2:00 PM  – 3:00 PM EDT

To register for this Webinar, please click here


CRM Evolution 2018 Conference & Keynote

CRM Evolution 2018

CRM Evolution 2018 - ISM, Inc. - Barton Goldenberg

Join ISM and Barton Goldenberg for CRM Evolution 2018

April 9-11
Washington DC

Don’t miss Barton’s popular two-part Executive Bootcamp: Engaged Customer Strategy – Your Roadmap to Success in 2030, and The Central Role of CRM in an Engaged Customer Strategy.

Every organization needs to gather, organize, analyze and exploit the deluge of data coming from both traditional media and increasingly the digital firehose. Your goal: capture and retain customers awash in an increasingly digital sea.  Learn how best-in-class B2B, B2C, and B2B2C organizations like ExxonMobil, Amazon, Marriott, Uber, Disney, and others take an integrated approach to customer engagement.

By attending both sessions, you will learn:

  • The drivers behind the digital deluge, and the components of an effective Engaged Customer Strategy.
  • How to optimally gather offline and online information about your customers, analyze it and derive actionable insights from it.
  • Many ‘live’ case studies of organizations already successfully implementing an Engaged Customer Strategy.
  • The role of CRM as the hub of an Engaged Customer Strategy containing holistic customer profiles populated with timely, relevant customer information.
  • How CRM fits into the Closed-Loop Customer Engagement process that exploits CRM to ensure that your company thrives in the digital deluge.
  • Live case studies of organizations successfully leveraging CRM as the core of their Engaged Customer Strategy.

Register here