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About the Author

Barton Goldenberg, Founder & President of ISM Inc., is a globally respected and influential customer strategist, author, speaker, and futurist. For the past 37 years he has been in the forefront of creating and implementing CRM, Digital Community, and Metaverse initiatives with methodologies widely recognized as industry standards. He was one of the three initial inductees to the CRM Hall of Fame in 2003 and he has been the recipient of numerous industry awards, including the 2019 Humanitarian of the Year award.

Barton's three best-seller business books – The Definitive Guide to Social CRM (Pearson), CRM Automation (Prentice Hall) and CRM in Real Time (Information Today) – have been adopted as industry guidelines. With global, best-in-class clients, Barton's in-the-trenches experience has made him a sought-after speaker, e.g., Gartner, Dreamforce, Selling Power, and writer including as a long-term columnist for CRM Magazine and as a frequently quoted source for the trade and business media.

Before founding ISM, Barton held senior management positions at the U.S. Department of State and Monsanto Europe S.A. He holds a B.Sc. (Economics) degree with honors from the Wharton School of Business and a M.Sc. (Economics) degree from the London School of Economics.

Barton lives in Chevy Chase, MD with his wife and two young adult children. He is an avid cyclist, skier., and Chesapeake Bay and blue water sailor. He is also a committed Rotarian having served in 2019-2020 as District Governor overseeing 62 Rotary Clubs and 2,100 Rotarians.

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Definitive Guide to Social CRM, The: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits

Barton Goldenberg, the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms.

CRM in Real Time: Empowering Customer Relationships

Based on more than 20 years of experience, this all-inclusive guide shows how to successfully implement Customer Relationship Management (CRM), the largest global software application today in terms of revenue. Combining helpful tips and techniques with a unique blueprint, this study illuminates the myriad issues that are critical to using people, process, and technology to achieve a superior level of customer satisfaction and loyalty. From structuring a team and adjusting operations to addressing data integrity and security concerns, CRM users and their respective firms will learn to adapt to emerging marketplace demands, key technology innovations, and the wireless world.

CRM Automation

In CRM Automation, one of the world's leading CRM experts delivers hands-on guidance for every phase of your CRM initiative: goal-setting, process review, vendor selection, implementation, rollout, support, and administration. Drawing on 18 years of experience with more than 300 enterprise deployments, Barton Goldenberg offers a start-to-finish implementation blueprint covering every customer-focused business function: marketing, sales, customer service, field support, and beyond.

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