Call (301) 656-8448 | Email: thoston@ismguide.com

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
ExxonMobil

“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

Barton Goldenberg Speaking Videos

See Dreamforce’14 Presentation: Reaping the Rewards of a High-Performance Contact Center, presented by LiveOps and led by Barton Goldenberg with spokespersons for LesConcierges and Axcient. To view, click HERE

Watch this fascinating video CRM: Evolution or Revolution? filmed at the CRMevolution conference sponsored by the editors of CRM Magazine late August. Barton Goldenberg is one of the CRM leaders interviewed for this insightful video. Barton says “yes” to the CRM industry evolving but points to Social CRM, Big Data, Channel Optimization, and Gamification as areas the industry needs to “get right”. (This original appeared in ForbesBrandVoice.) Don’t miss this video, click HERE

Barton Goldenberg Articles

Read ISM Founder-President Barton Goldenberg’s latest column in the October issue of CRM Magazine  – “The True Price of Channel Optimization: Why meeting your customers where they prefer is key to your business survival.”

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

ISM Blog Update

In ISM’s blog, Barton Goldenberg discusses reaping the benefits of a high performance multi-channel contact center:

ISM Webinar Archive Recordings Available

The archive recordings of the September 16 ISM webinar on “CRM Strategy: Getting This Right Once and For All” and the October 14 ISM webinar on “Knowledge Communities: The Value – Add of Private Social Communities” are now available on the ISM Webinar Archive Webpage.  To access these Webinar archive recordings, please click here

Upcoming Events, Webinars and Speaking Engagements

ISM Webinar: Customer Experience Management ((Wednesday) November 12, 2014)

ISM Webinar

Sponsored by ISM, customer-centric strategists, and Infor, a leading provider of business application software

Webinar Presenters:

Barton Goldenberg, President, ISM

Jennifer Noonan, Director of Business Consulting, Infor

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 reps?  How well do you capture the ‘Voice of the Customer’ within your company?

By attending this webinar, you will:

• Learn how companies are creatively segmenting their customer base and leveraging both Customer Journey Mapping and Customer Touch Programs to optimize the customer experience.
• Better understand the tight linkages between Customer Experience Management and Customer Relationship Management.
• Hear about the challenges associated with designing and delivering a meaningful Customer Experience Management program.

To register for this Webinar, please click here