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ISM’s Customer-Centric Focus Service Areas



CRM/Social CRM

Between CRM and Social Media lies Social CRM – the business strategy of engaging customers through Social Media with the goal of building trust and increasing brand loyalty, then integrating that information into the CRM system. more


Big Data Analysis

Big Data has been described as everything from “as powerful as a tsunami, but a deluge that can be controlled” to “just another name for the same old data marketers have always used.” more.



Knowledge Communities

Knowledge communities sit at the intersection between knowledge management and social media communities. They combine social media tools and knowledge management principles to create… more


Channel Optimization

Channel management in both B2B and B2C industries is evolving quickly. Who could have forecasted the explosive growth of companies like Amazon, Apple, iTunes, Sysco, or Zappos? more



Customer Experience

How easy is it to conduct business with your company?  How good is the experience when people visit your website, call your contact center, request information, or have a face-to-face with your sales representatives? more


Consulting Approach

ISM’s signature “top down/bottom up” approach of integrating people, process and technology to ensure the success of customer-centric initiatives is widely recognized as an industry standard. more



Customer-Centric Business Strategies


ISM’s Customer Testimonials

“Pyrotek could not be more pleased with the results we’ve experienced working with ISM. From the initial business case through assessment and implementation… We consider ISM to be our customer-centric strategic CRM partner.”

Joe Tarulli
Corporate Sales Development
Manager, Pyrotek

“I have received great feedback on your presentation material, the relevance of the whole CRM subject, and without a doubt your passionate delivery. Thank you again for participating in our Marketing Excellence Lunchtime Seminar series.”

Kenneth Fritz
Global Training Manager

“We brought ISM onboard to get our CRM program moving in the right direction. We received great value from their knowledge, guidance and support… It is reassuring to know we can always call on ISM as our trusted CRM advisor.”

Sheila Jo Wojcik, Ph.D.
SVP Comm/Corp Affairs
University Federal Credit Union

“Barton Goldenberg is one of the leading thinkers and consultants in CRM strategy and practice. He – and his team – have extensive experience working with Canadian Automotive Association (CAA) and American Automotive Association (AAA) clubs…”

Gary Howard
VP Marketing & Communications
CAA (Atlantic)

ISM Special Alerts

ISM Product Discount

Read an Interview of Barton GoldenbergSocial CRM Isn’t an Option in Contact Center Solutions.

Barton Goldenberg to speak at Dreamforce 2014 

Reaping the Rewards of a High-Performance Contact Center

Presented by LiveOps, Monday, October 13, from 2:30 p.m. to 3:10 p.m.

Delivering an exceptional customer experience is part art and part science. Learning how to combine both to create a high-performance contact center is priceless. Discover the secrets to extending your Salesforce CRM to fuel your Customer Experience Management, improve business agility to grow your business, reduce your operational costs, and save millions of dollars. Join us as Barton Goldenberg, industry renowned CRM guru, and highly rated customer satisfaction companies, including LesConcierges and Axcient, discuss how to maximize your investment in Salesforce CRM to build a high-performance customer service operation that delivers the ultimate rewards to your business and customers.

ISM Webinar Archive Recording Available

The archive recording of the September 16 ISM webinar on “CRM Strategy: Getting This Right Once and For All” is now available on the ISM Webinar Archive Webpage.  To access this Webinar archive recording, please click here


Upcoming Events, Webinars and Speaking Engagements

ISM Webinar: Knowledge Communities: The Value-Add of Private Social Communities (October 14, 2014)

ISM Webinar

Sponsored by ISM, customer-centric strategists, and Mzingathe leader in Business Social Software

Moderator: Barton Goldenberg, Founder & President of ISM

Webinar Presenters:

Kathy Barton, SVP, Digital Marketing & Social Media, ISM

Mike Merriman, VP, Sales/Marketing, Mzinga

Knowledge 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.

By attending this webinar, you will:

• Learn about internal knowledge communities and how companies are using them to capture, enhance, share and retain knowledge about customers, projects, products and processes.
• Learn how external knowledge communities leverage social media tools to deepen existing customer relationships, loyalty and engagement, and increase customer outreach and satisfaction.
• Hear about the challenges associated with designing and delivering meaningful knowledge communities.

To register for this Webinar, please click here