Digital Customer Driving CRM Upgrades and Social Media Offerings
By Jean Young, Vice President, ISM
Good news travels fast. When the ISM team, led by Barton Goldenberg, realized 10 new clients had signed up in six months, it was a confirmation of ISM’s track record and of its drive to look ahead. “Best-in-class companies of all sizes, both B2Cand B2B, are realizing the importance of moving ahead with next-generation CRM systems, leveraging Social CRM to increase customer intimacy, and fostering collaboration and customer outreach with Social Media Communities”, Goldenberg commented in a press release distributed nationwide via PR Web.
ISM’s new clients are diverse, including Zumba Fitness with 14 million folks in 140,000 weekly classes. Goldenberg sees a major change in the marketplace. Seasoned executives of both B2B and B2C companies are moving aggressively to address the digital customer with offerings ranging from eCommerce to Social Media communities. I agree with Barton, true leaders – no matter how traditional – seek more effective ways to drive revenue, reduce costs and achieve a higher level of customer advocacy, loyalty and satisfaction. Today the driver is social media.
Other new clients include: Ferguson, a major supplier of plumbing and heating/cooling supplies and equipment with 17,500 associates; First Command Financial Services, which serves 285,000 families nationwide with investment, insurance and banking products and services; J.D. Irving, with 15,000 employees in Canada and the U.S., provides products to consumers, the forestry industry and shipbuilding; Mainstream Energy, one of the largest solar manufacturers in the U.S.; Pyrotek, offering technical expertise and global resources for aluminum, glass, steel and other industries from 66 locations worldwide; SailTime, operating in five countries through franchises, provides its members sail and power boat usage; Universal Forest Products, the nation’s leading manufacturer and distributor of wood products; and University Federal Credit Union, serving 140,000 members in Galveston and central Texas.