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About ISM




ISM Overview

Since its founding in 1985, ISM has established itself as the premiere strategic advisor to organizations planning and implementing CRM, Social CRM, Big Data Analytics & Insights, Customer Experience, Branded Communities, and Channel Optimization initiatives.  Led by Founder and President Barton Goldenberg, companies, non-profits and government agencies receive hands-on guidance from one of the most experienced CRM, Social CRM, Big Data Analytics, Customer Experience, Branded Communities and Channel Optimization teams in the world.

ISM is focused on providing a lifecycle approach to customer relationships.  ISM’s expertise is in integrating sales, marketing, customer service, e-business, business intelligence and social media to help our clients remain at the forefront of today’s customer-driven products and services industry.  The firm’s expert knowledge ranges from sales pipeline excellence to the latest digital marketing techniques to buildingand managing social media customer communities.  At the core of their structured and proven methodologies is a focus on getting the people-process-technology mix right, which has played a key role in securing highly successful client implementations.

In addition to providing CRM, Social CRM, Big Data Analytics & Insights, Customer Experience, Branded Communities, and Channel Optimization consulting services, ISM annually publishes The Guide to Mobile and Social CRM, and the Top 15 CRM and Social CRM software reviews.  The firm’s president is author of CRM in Real Time (published by Information Today) , CRM Automation (published by Prentice Hall) and The Definitive Guide to Social CRM (published by Pearson) and is a columnist for a number of publications including CRM Magazine.

ISM ‘s status as pioneer, trusted partner and thought leader has propelled the firm to the forefront of today’s CRM, Social CRM, Big Data Analytics, Customer Experience, Branded Communities and Channel Optimization industries with prestigious clients that include the American Automobile Association (AAA), Amtrak, Armstrong, Canon, Deutsche Bank, ExxonMobil, Giorgio Armani, IBM, Johnson Controls, Johnson & Johnson, Kraft Foods, Lucent, Marriott, McGraw-Hill, Nestlé, Nike, NYSE, PepsiCo, Pfizer, Roche, Samsung, Sara Lee, T. Rowe Price, United Way, Xerox and the US Department of Defense.

CRM is a business approach that provides sales, customer service, marketing, social media, and reporting tools and techniques to support an organization’s business strategy.

Social CRM is the business strategy of engaging customers through Social Media with the goal of building trust and brand loyalty.

Big Data is 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-grow-retain customer lifecycle.

Customer Experience improvement begins with understanding your customers, and establishing what is important to them. This knowledge must then be implemented in ways that balance cost and impact, and support your overall brand.

Branded Communities sit at the intersection between knowledge management and social media communities. They combine social media tools and knowledge management principles to create a dynamic environment where people can collaborate, share information, and organically create an evolving and up-to-date knowledgebase that can be used for both internal and external communities.

Channel Optimization provides for the development & implementation of innovative distribution channel strategies.

ISM is the premier strategic advisor to organizations planning and implementing CRM. Social CRM, Big Data Analytic, Customer Experience, Branded Communities and Channel Optimization initiatives. Companies, non-profits and government agencies get hands-on guidance from ISM’s founder  and President Barton Goldenberg and the most experienced customer-centric strategic team in the world.

ISM’s mission statement is to be “trusted experts dedicated to long-term customer relationships.” Business ethics, trust, and integrity remain core management values at ISM. Since 1985, ISM has been building its expertise in CRM and related industries. ISM management and consultants have extensive management and technology experience, in both the private and public sectors. The ISM team plays a critical role in continuing to add to ISM’s expertise. ISM is “dedicated to long-term customer relationships” as the company is proud to work with many best-in-class organizations over a number of years. At ISM, each customer is a potential “customer for life” as the ISM team makes every effort to deliver excellence at each stage of the relationship with the customer.