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Customer-Centric Strategy & Implementation Methodology

change mangement methodology - ISM

Our Signature Methodology

In 1985, ISM created a proprietary, multi-step change management methodology to ensure the successful implementation of our customers’ CRM initiatives.  Since then we have found this methodology to be so successful that we now apply it to all customer engagements, including Digital Transformation, Digital Customer Communities, Emerging Technologies, Customer Engagement, and Data & Analytics.

Our methodology is built on a paradigm that incorporates people, process, and technology. Specifically, we have found that 50% of the success of customer-centric initiatives depends on people issues (i.e., organizational readiness), thirty percent depends on effective business processes (both internal and external customer-facing processes), and 20% depends on technology tools.

Our change management BUTD Methodology gathers both ‘top-down’ (executive and management) and ‘bottom-up’ (front-line sales, service and marketing personnel) perspectives to ensure that the critical mix of people, process and technology is properly aligned.  These two perspectives come together through the use of 3-to-6-month implementation iterations that ensure that both top-down and bottom-up perspectives are properly balanced and that front-line benefits get implemented early on.

(ISM - Top Down approach

ISM - Bottom Up approach


Regardless of the specific area of focus, our methodology guides our clients through the following:

  • defining their customer-centric vision and strategy,

  • determining their requirements and benefits,

  • enhancing customer-facing business processes,

  • selecting appropriate software,

  • creating the best technical architecture,

  • determining appropriate change management activities that range from creating an optimal governance structure to designing/implementing training and communications program,

The end result is a phased 2-to-4-year Strategy and Implementation Roadmap. This includes detailed project requirements with respect to people, process & technology, comprehensive planning for software and implementation-partner selection, and finally, assistance as needed with all aspects of project implementation.

road map

Our methodology is structured yet flexible.  ‘Structured’ in that there are key activities and deliverables that must be met within the methodology for the initiative to be successful.  ‘Flexible’ in that we also take into account each company’s unique culture and adjust the methodology to ensure an optimal fit.

” Pyrotek’s CRM program provides a one-stop source of information and tools that reduce waste and enable continuous improvement of customer-facing activities. We could not be where we are with CRM without ISM’s vision and support. “

Steve Davis
Executive Sponsor-CRM,


For additional information about ISM’s Customer-Centric Consulting Services, call (301) 656-8448, or e-mail us at