About Barton Goldenberg

Sailing is a hobby of the renown Customer-Centric Business Strategist, Barton Goldenberg. It also reflects his philosophy: Set the course to provide a successful customer experience and be ready to take advantage of change to meet the challenges of the new digital consumer.

Barton Goldenberg has always occupied a leading role in providing a lifecycle approach to customer relationships - from founding a pioneering firm, ISM Inc., in 1985, when the concept of Customer Relationship Management (CRM) was taking form, to being one of the first three inductees into the CRM Hall of Fame. Barton's foresight to integrate sales, marketing, customer service, business intelligence and social media is the foundation of today's customer-driven products and services industry. Goldenberg and his staff provide strategic services to best-in-class organizations planning and implementing CRM, Social CRM and Social Media Communities, including the American Automobile Association (AAA), Exxon Mobil, Giorgio Armani, Johnson Controls, Kraft, Marriott, McGraw Hill, and T. Rowe Price.

A Customer-Driven Advocate
As a customer-driven advocate, Barton saw that the Internet and mobile/wireless technologies could serve customers in Real Time, a concept Barton developed and promoted beginning in 2000. For today's "always-on, always-connected" consumer, collaboration is the key in the customer lifecycle. User-generated content and social media brings consumers interactively into a company's branding, product development and customer service processes. Whether business-to-business or business-to-consumer, customer expectations must be met in Real Time which Barton addresses in his book: CRM in Real Time: Empowering Customer Relationships, published by Information Today. His book, CRM Automation, (Prentice Hall) is considered the primer for companies implementing customer-focused programs. ISM's Software Lab publishes the benchmark Guide to Mobile & Social CRM Automation (now in its 18th edition). His new book on Social CRM will be published this year. Goldenberg is a regular columnist for CRM Magazine and is often quoted in popular business and trade publications.

Barton's foresight and vision to integrate sales, marketing, customer service, business intelligence and Social Media has been central to today's CRM industry success. In the United States, Europe, and Asia, Barton conducts CRM, Social CRM and Social Media management briefings and he has helped companies worldwide successfully implement CRM, Social CRM and Social Media initiatives.

His bottom-line, results-oriented style has made him popular with chief executives around the world and has helped to make him a sought-after speaker and writer. Barton's keynotes include the 2012 Gartner Customer 360 Summit as well as a series of Selling Power conferences nationwide. For more than a decade, Barton was co-chairman and co-founder of the CRM conferences and expositions sponsored by DCI Inc. worldwide, and he was founder and chairman of CRM Magazine's destinationCRM conference series.

A Bottom-Line, Results-Oriented Style
Barton's results-oriented style has made him popular with audiences around the world as a sought-after speaker and writer. His presentations concerning customer-centric business strategies, which include CRM, Social CRM, Social Media Communities and Digital Marketing are praised by audiences worldwide including organizations such as AAA, Amtrak, Armstrong, Department of Defense, Delta Faucet, DHL, ExxonMobil, Giorgio Armani, Johnson Controls, Kraft, Marriott, McGraw-Hill, Merck, Nike, PepsiCo, Pfizer, Raymond James, T. Rowe Price, United Way, Xerox and more. His real-world case studies and humorous style have made him a popular presenter, from the Gartner 360 Customer Summit to presentations for Microsoft, Nike and many others. Barton chaired a number of Destination CRM Conferences and served as co-chairman guest moderator for webinars and virtual tradeshows sponsored by publishers and vendors.

Prior to 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.

Below is a reprint of the article describing Barton's induction into the CRM Hall Of Fame. He was one of three original inductees.

FEATURE
The 2003 Influential Leaders
By Ginger Conlon
Wednesday, August 27, 2003
CRM Hall of Fame

Barton Goldenberg, president and founder, ISM

Barton Goldenberg has been a proponent of CRM since before the term was coined. He has been a co-chairman of DCI's four annual CRM conferences for 10 years, has authored CRM Automation, and has overseen the production of and has published The Guide to CRM Automation for 11 years. His keynote speeches and conference sessions for DCI, the Conference Board, and others attract standing-room-only crowds.

Goldenberg has gained significant industry insight through this work, but also by consulting on more than 400 CRM initiatives. And he shares this insight in his speeches and conference sessions internationally. He is always looking forward for trends that will affect the industry. To that end he recently co-founded DCI's real-time enterprise conference as a cochairman, and has conducted extensive research as to how companies can take CRM to the next level by incorporating a real-time strategy into their initiatives.