Founder and president of strategic advisors ISM Inc., Barton focuses on Customer Relationship Management, Social Media, the Digital Client and helping companies know more about their "customers" ," both inside and outside the organization.
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, 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, e-business, and business intelligence became the foundation of today’s customer-driven products and services industry.
While sailing is Barton’s hobby, 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.
A Customer-Driven Advocate
As a customer-driven advocate, Barton saw that the Internet and mobile/wireless technologies could serve today’s customers in Real Time, a concept Barton developed and promoted beginning in early 2000. Today, with the “always-on, always-connected” consumer, collaboration is the key to the next step in the customer lifecycle. With user-generated content and networking bringing consumers interactively into a company’s branding, product development and customer service processes, Barton is pioneering a new business model for the 21st century, Managing the Digital Client: New Technologies and New Attitudes. Whether B-to-B or B-to-C, today’s customer has expectations and demands to be met in Real Time which Barton discusses in his new book: CRM in Real Time: Empowering Customer Relationships, published in 2008 by CyberAge Books, Information Today Inc.
A Bottom-Line, Results-Oriented Style
Barton’s bottom-line, results-oriented style has made him popular with audiences around the world and has helped make him a sought-after speaker and writer. His book, CRM Automation (Prentice Hall) is considered the primer for companies implementing customer-focused programs. His presentations have been praised by audiences worldwide including organizations such as AAA, Department of Defense, Delta Faucet, DHL, ExxonMobil, Hill-Rom, McGraw-Hill, Nike, Pepsico, Pfizer, QIAGEN, Raymond James, T. Rowe Price, UK Postal Service, United Way, Xerox and more.
A Regular Media Resource & Columnist, Event Chairman & Facilitator
As a regular columnist and member of the editorial board for CRM Magazine, he writes about the impact of technology and social trends. He is often quoted in the media, including BusinessWeek, CIO, eWEEK, Information Week, Sales & Marketing Management and Selling Power. Barton publishes the benchmark Guide to CRM Automation (now in its 16th edition). Barton is the chairman of the 2008 DestinationCRM Conference—continuing his 2006 and 2007 role—and for more than a decade served as co-chairman of the DCI CRM Conferences & Exhibitions held worldwide. He frequently serves as a guest moderator for webinars and virtual tradeshows sponsored by Nielsen, Ziff Davis and other publishers.
Prior to founding ISM, Mr. Goldenberg 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 Goldenberg tailors each topic for your audience, occasion and messaging requirements. Following are a few of the timely topics Barton Goldenberg can address for a user conference or a keynote for your organization’s national meeting; a sales and/or marketing seminar; or a board and/or senior management meeting.
The NEW Digital Client
In this revealing presentation Barton “paints the picture” of the new digital client, whether internal or external – B-to-B or B-to-C – male or female. The digital client is always connected on multiple platforms and speaking out in countless online communities. How do you reach them, service their demands and tap into their creative power while managing what can be a complex customer relationship? Barton tells all.
Tap into Internet Power by Building Customer Communities
The growing role of Web 2.0, user-generated content and networking brings consumers interactively into a company’s branding, product development and customer service processes. In this provocative, real-time presentation, find out what innovative companies are doing and what you should be doing to bring consumers online and onboard.
Real-Time Customer Relationships – The Mobile & Wireless Impact
With increasing access to time-sensitive information in your organization’s databases from handheld and wireless devices, companies have new options for improving customer satisfaction, productivity and financial performance. As discussed in his new book, CRM in Real Time, Barton will cover the latest in mobile and wireless wizardry and the ever-changing Internet environment, and, more importantly, its impact on your customer-facing processes from sales to inventory to customer service.
Customer Relationship Trends – What’s Here, Coming and Gone
This presentation highlights customer relationship management trends as determined by ISM’s Software Lab, user surveys and market analysis. As detailed in the 16th edition of The Guide to CRM Automation, Barton articulates the new business applications, technologies and user profiles that will give your company a look into the future of customer management solutions.
The Core of Your Multi-Channel Customer Strategy? The Contact Center
Contact Centers are an increasingly important channel for marketing, selling to and servicing your “always-on, always-connected” Digital Clients – 75 million strong in the U.S. today. It is essential to have appropriate business processes and Web 2.0 technologies in place and seamlessly integrate your sales, marketing and customer service channels. Barton will describe how best in class organizations have placed the Contact Center at the core of their multi-channel customer strategy and how your organization can use new tools and techniques to propel contact center growth and drive up customer loyalty while driving down servicing costs.
“As an author, a futurist and a riveting speaker, Barton Goldenberg addresses customer-centric issues with a vigor for helping organizations understand the new ‘Digital Consumer’ and meet the challenges of the always-connected and always-involved customer.”
…Stan Davis, Business Advisor, Speaker, Award-Winning Author of Blur
“[Barton Goldenberg’s] presentation gave participants new ideas, relevant strategies and renewed motivation to take back to their communities.”
…Brian A. Gallagher, president and CEO, United Way of America
“Barton Goldenberg consistently stirs the pot with humor and inside stories of how-to or not-to have better relationships with your customers along with a pragmatic insight into what is coming next.”
…Ginger Conlon, Editor-in-Chief, 1to1 Media Magazine, Peppers & Rogers Group
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