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digital transformation

CRM's Critical Role in Successful Digital Transformation

July 9, 2020

Putting customers at the center of your digital efforts involves sound CRM processes It’s no surprise most companies struggle with their digital transformation efforts. Eighty-five percent of all digital transformation initiatives fail to deliver the expected results. Having completed many digital transformation assessments for ISM’s global clients, I’m confident of this: A sound CRM strategy…

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Customer Engagement

Customer Engagement Has a New Destination: The Digital Customer Community

January 31, 2020

With disintermediation on the rise, and with more and more customers demanding digital access to companies, there is no better way to welcome your end customers than to invite them to your “digital customer community.” This concept is made possible by the social media community software available in today’s market, a powerful tool that allows…

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Digital Transformation Effort

5 Building Blocks for Digital Transformation

January 31, 2020

Sixty-nine percent of decision makers use social media for purchase decisions. Ninety percent of buyers trust peer recommendations. Ninety-four percent of B2B buyers conduct online research before making a purchase. Companies like Amazon and Alibaba continue to raise the bar, forcing every company to rethink its digital strategy. No wonder 89 percent of executives say…

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digital assessment

Digital Assessment Sharing Best Practices

December 11, 2019

One of our long-time customers came to us recently requesting a Digital Assessment and guidance in the formulation of their digital strategy.  They had recently expanded their number of distributors and felt it was time to assess both their distributors’ marketing effectiveness and how distributors could increasingly leverage digital strategies to enhance their marketing efforts…

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Digital Business Strategy

Assessing Digital Sales Strategy

December 9, 2019

While most global oil and gas industry companies are leaders in petroleum and related engineering, few oil and gas companies lead the pack in terms of customer strategy or the use of technology to drive customer engagement.  For one of ISM’s global, oil field services customers, we were tasked with assessing their current digital sales…

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Request a Digital Assessment

6 Steps in Digital Assessment Process

December 6, 2019

The Digital Dilemma: 89% of executives believe digitization will disrupt their business in 2019, yet < 33% of executives believe their digital strategy is correct.  Spending on Digital Transformation initiatives will exceed $2 trillion in 2019, yet > 85% of digital transformation initiatives fail to deliver expected results. How to overcome the digital dilemma?  Best-in-class…

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digital initiative

Achieving World-Class Status NPS: Digital Initiative Success

November 22, 2019

Less than 1/3 of these executives believe that their digital strategy is correct. Many organizations are overwhelmed with how to successfully implement their digital initiatives. The result is high failure rate. What if your staff had a clear digital initiative road map on how to break down the initiative into bite-size pieces and applies a…

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components of digital transformation

5 Components of Digital Transformation

May 16, 2019

by Barton Goldenberg According to an IDC estimate, the spending on digital transformation initiatives will exceed $2 trillion in 2019. With this level of investment, it is concerning that less than 1/3 of these executives believe that their digital strategy is correct, and only 21% believe the right people are setting their digital strategy. What…

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digital transformation building blocks

Digital Transformation Building Blocks Part 2

May 14, 2019

by Barton Goldenberg This continues our two-part series on ISM’s framework for digital transformation examining the digital transformation building blocks for digital success. The Five Digital Transformation Building Blocks In our experience, companies that have been successful in their digital transformation efforts employ an integrated framework, where data produced and used in various customer strategy…

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components of digital transformation

Digital Transformation: Getting it Right!

February 19, 2019

69% of decision makers use social media for purchase decisions. 90% of buyers trust peer recommendations. 94% of B2B buyers conduct online research before making purchase. Companies including Amazon and Alibaba continue to raise the bar forcing every company to rethink their digital strategy. Companies such as Airbnb and VRBO continue to wreak havoc in…

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CIO Review Award Certificate

ISM, One of the 10 Most Promising Digital Experience Consulting Companies in 2018

February 9, 2019

  Jan. 8, 2019 Press Releases BETHESDA, MD, Jan. 8, 2019 — ISM has been recognized as one of the 10 Most Promising Digital Experience Consulting Companies in 2018. ISM was awarded by CIOReview Magazine, for their contributions to in customer digital engagement strategy. For more than three decades, ISM has pioneered the design and…

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Digital Ecosystems

Digital Ecosystems Will Recast the Global Economy

August 27, 2018

By John Chan With the immense changes brought about by digital ecosystems, the marketplace will reward the organizations that understand the importance of digital ecosystems in the marketplace. Organizational management can create new foundations of value via the use of digital ecosystems and consequently change the power dynamics of global business. eBusiness professionals should recognize…

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Digital Transformation Effort

A Recommended Approach for a Digital Transformation Effort

August 13, 2018

By John Chan A successful organizational digital transformation effort will necessitate numerous changes in an organization’s operating model. When beginning a digital transformation effort, many organizations will take a piecemeal approach.  They will simply making changes to just one business division or a product line as an experiment to fine tune its tactics for digital…

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CRM Magazine Articles by Barton

CRM Magazine – Customer Success Takes Engagement to the Next Level

July 20, 2018

It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts. View the full…

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Digital Customer Experience

Designing Digital Customer Experience Initiative Strategies

July 19, 2018

By John Chan With digital technologies transforming the marketplace, organization management must design digital customer experiences to deliver customer value as a means of prospering in the future. However, management cannot simply deliver customer value by fine-tuning their customer touchpoints. Rather, management must set up a connected Web of services and business functionalities to acclimate…

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Digital Business Strategy

The Advantages of Digital Business Strategies

July 12, 2018

By John Chan Digital technologies are now significantly affecting the global marketplace. A recent Forrester survey found that 89% of business executives surveyed foresee that digital technologies will have a tremendous impact on their business within the near future. Digital technologies have already had a huge effect on some industries as illustrated by the examples…

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CRM Magazine Articles by Barton

CRM Magazine – Your Customer Data Is Limitless and So Is Its Value

February 28, 2018

Your company can either navigate the digital deluge, or be swamped by it.  Having a sturdy data foundation now is critical to successful customer engagement in the future.  Properly collected and analyzed, customer data can deliver increased business revenue, bigger wallet share, and happier and more loyal customers willing to advocate for your company’s brand(s). View the…

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CRM Magazine Articles by Barton

CRM Magazine – Make Your Customer Engagement a Closed Loop

October 18, 2017

Choose channels, gather data, create profiles, analyze, deliver right message at the right time. Repeat… View the full article here.

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CRM Magazine Articles by Barton

CRM Magazine – Data Onboarding

November 15, 2016

A new technology links customers’ online and offline data, giving you a single, comprehensive view… View the full article here.

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CRM Magazine Articles by Barton

CRM Magazine – 4 Digital Strategy Journeys

October 27, 2016

A digital strategy – with CRM as the core–is mandatory for all companies wishing to survive the digital future… View the full article here.

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