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CRM Evolution 2009
August 24-26, 2009
Marriott Marquis • New York, NY
Barton J Goldenberg
President, ISM, Inc.
BARTON GOLDENBERG, FOUNDER & PRESIDENT, ISM INC. Barton Goldenberg has played a leading role in the Customer Relationship Management industry since he founded ISM Inc. in 1985, a pioneering firm when the concept of CRM was taking form, to being one of the first three inductees into the CRM Hall of Fame. ISM provides customer-centric business strategy services to organizations planning and implementing CRM, Social CRM and Social Media initiatives. Barton has always occupied a leading role in providing a lifecycle approach to customer relationships. He is author of several books--most recently CRM in Real Time, a columnist for CRM Magazine and others, an exciting public and in-company speaker, and he has worked with hundreds of companies over the past 28 years to help organizations achieve CRM success. Sample customers include: AAA, Deutsche Bank, ExxonMobil, Ferguson, Giorgio Armani, IBM, Jaguar Land Rover, Johnson Controls, Kraft Foods, Marriott, McGraw-Hill, Pfizer, T. Rowe Price, Schlumberger, Zumba Fitness and more.
Conference Sessions By Barton J Goldenberg
destinationCRM 2006
Sunday, September 17
9:00 a.m - 12:00 p.m W1: Executive CRM Boot Camp

Monday, September 18
Keynote 9:00 a.m - 10:00 a.m WELCOME & KEYNOTE • State of the CRM Union

Tuesday, September 19
4:00 p.m - 5:00 p.m The Future of CRM: Real-Time CRM Solutions

destinationCRM 2007
Tuesday, August 21, 2007
Keynote 10:30 a.m - 11:30 a.m CHAIRMAN’S ADDRESS - The State of the CRM Union
11:30 a.m - 12:15 p.m TRACK OVERVIEWS - Business & Technology: A Marriage of Equals?

Wednesday, August 21, 2007
Keynote 3:30 p.m - 4:30 p.m Closing Keynote - The Future of CRM: Beyond Real Time

destinationCRM 2008
Preconference - Monday August 18, 2008
9:30 a.m - 12:30 p.m S1: Executive CRM Boot Camp
1:30 p.m - 4:30 p.m S3: Mastering the Web 2.0 People/Process/Technology Mix

Tuesday August 19, 2008
Keynote 10:45 a.m - 11:30 a.m Chairman’s Opening Keynote: State of the Union in Our New Web 2.0 World

Wednesday August 20, 2008
Keynote 3:45 p.m - 5:15 p.m Closing Keynote: Applying the Lessons Learned to Your Organization

CRM Evolution 2009
Monday, August 24 2009
10:15 a.m - 11:00 a.m A101: Executive Boot Camp, Part 1
11:15 a.m - 12:00 p.m A102: Executive Boot Camp, Part 2

CRM Evolution 2010
Monday, August 2, 2010
11:15 a.m - 12:00 p.m A101: Executive Boot Camp, Part 1
1:15 p.m - 2:00 p.m A102: Executive Boot Camp, Part 2

CRM Evolution 2011

CRM Evolution 2012

CRM Evolution 2013

CRM Evolution 2014

Articles By Barton J Goldenberg
Integrating social communities takes a true commitment.
Posted 01 Apr 2014 [April 2014 Issue]
Expand your insights with a hub and spoke model.
Posted 01 Jan 2014 [January 2014 Issue]
Seven trends businesses cannot afford to ignore.
Posted 01 Oct 2013 [October 2013 Issue]
Increased agent productivity leads to increased satisfaction.
Posted 01 Jul 2013 [July 2013 Issue]
Turn data insights into customer excellence.
Posted 01 Apr 2013 [April 2013 Issue]
Mapping out a customer journey is a two-sided process.
Posted 01 Jan 2013 [January 2013 Issue]
This key pillar of social CRM is changing the business landscape.
Posted 25 Sep 2012 [October 2012 Issue]
Doing business in multiple countries adds new challenges to social implementations.
Posted 01 Jul 2012 [July 2012 Issue]
Don't risk becoming a digital dinosaur.
Posted 01 Apr 2012 [April 2012 Issue]
Why successful CRM is all in the mix.
Posted 01 Jan 2012 [January 2012 Issue]
Leverage public social media and niche sites to drive traffic to your community
Posted 02 Nov 2011 [November 2011 Issue]
Many executives fear a healthy two-way conversation with customers
Posted 09 Aug 2011 [August 2011 Issue]
Dishonest practices that overpromise and underdeliver must be rooted out
Posted 15 Apr 2011 [May 2011 Issue]
Winning formula links essential modules on the same platform
Posted 31 Jan 2011 [February 2011 Issue]
An industry veteran looks back at the lessons learned over the course of 25 years.
Posted 04 Nov 2010 [October 2010 Issue]
Your customer-centric business strategy must become a two-way street.
Posted 14 Jul 2010 [July 2010 Issue]
You have a simple choice: Prepare your people or prepare for failure
Posted 06 Apr 2010 [April 2010 Issue]
You can't know where you are unless you look—and look hard.
Posted 26 Jan 2010 [January 2010 Issue]
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
Posted 01 Oct 2009 [October 2009 Issue]
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Posted 01 Aug 2009 [August 2009 Issue]
The Journey of Implementation — Part 1: Before the design and deployment stages begin, planning is everything.
Posted 01 Apr 2009 [April 2009 Issue]
Technology will pave the way to customer focus and cost-efficiency.
Posted 01 Jan 2009 [January 2009 Issue]
A new reality emerges for the people-process-technology mix.
Posted 01 Nov 2008 [November 2008 Issue]
A three-phase approach to reaching social media maturity.
Posted 01 Aug 2008 [August 2008 Issue]
The boom in self-service doesn't mean your agents are off the hook.
Posted 01 May 2008 [May 2008 Issue]
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
Posted 01 Feb 2008 [February 2008 Issue]
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Posted 01 Feb 2008 [February 2008 Issue]
Handling the customers who represent the future of your business.
Posted 01 Nov 2007 [November 2007 Issue]
Catering to this new breed of always-on customer will require a new approach to CRM.
Posted 01 Aug 2007 [August 2007 Issue]
Two best practice suggestions for preventing--permanently--user-adoption disappearance.
Posted 01 May 2007 [May 2007 Issue]
C-level personnel will drive the CRM industry to new heights in the coming years--here's why.
Posted 01 Feb 2007 [February 2007 Issue]
Don't take it for granted, define the initiative's goals from the jump, and closely link the organization's business direction to the initiative.
Posted 01 Dec 2006 [December 2006 Issue]
At implementation, too many organizations depend on CRM software vendors to supply needed business processes.
Posted 01 Oct 2006 [October 2006 Issue]
ISM's yearly winners must meet five functionality benchmarks to make the grade.
Posted 01 Aug 2006 [August 2006 Issue]
6 steps smart companies are taking today to compete.
Posted 01 Jun 2006 [June 2006 Issue]
How weak, moderate, and strong support from the brass yield different results for CRM implementations.
Posted 01 Apr 2006 [April 2006 Issue]
Always on, always connected, will be the prevalent way to conduct business in 10 years.
Posted 01 Feb 2006 [February 2006 Issue]
Born of contact management applications 25 years ago, enterprise software systems have come a long way.
Posted 01 Jan 2006 [January 2006 Issue]
A tale of two companies' implementation experience--one sings, the other doesn't.
Posted 01 Nov 2005 [November 2005 Issue]
These five business drivers will propel real-time CRM.
Posted 01 Sep 2005 [September 2005 Issue]
Three trends are bringing companies to the next logical step.
Posted 01 Jul 2005 [July 2005 Issue]
The www generation crosses three generational cohorts.
Posted 02 May 2005 [May 2005 Issue]
Learn from others' mistakes and stay focused on what's important.
Posted 01 Mar 2005 [March 2005 Issue]
This year, seize new opportunities for gaining--and keeping--customer loyalty.
Posted 13 Dec 2004 [January 2005 Issue]
The vice president must own whether or not the users perceive value from the CRM application.
Posted 18 Oct 2004 [November 2004 Issue]
In a successful CRM implementation process must always precede technology.
Posted 01 Sep 2004 [September 2004 Issue]
The complexity lies in the decision of whose portal should run the desktop: the CRM portal or a more application-agnostic portal?
Posted 01 Jul 2004 [July 2004 Issue]
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
Posted 03 May 2004 [May 2004 Issue]
It is increasingly imperative to turn your attention to driving successful people-change now--before your competition does.
Posted 01 Mar 2004 [March 2004 Issue]
Last year will be looked on as the year of renewal for the CRM industry; new technologies around the real-time enterprise (RTE) come into the picture in 2004.
Posted 05 Jan 2004
Government agencies are under increasing pressure to control costs, improve productivity, and deliver better products and services, but government agencies also face their own set of CRM challenges.
Posted 02 Jan 2004 [January 2004 Issue]
Carefully consider and prioritize the business-functional, technical-features, and user-friendliness/support requirements for your CRM system--then move into the CRM-software selection process.
Posted 03 Nov 2003 [November 2003 Issue]
CRM and the new customer service capabilities that it offers are becoming integral to companies using product/customer service excellence strategies.
Posted 27 Aug 2003 [September 2003 Issue]
Hello instant connectivity and contact customer access.
Posted 02 Jun 2003 [June 2003 Issue]
Five reasons the future is bright for CRM.
Posted 01 Apr 2003
The six primary benefits of becoming a real-time enterprise.
Posted 02 Feb 2003 [February 2003 Issue]
The six primary benefits of becoming a real-time enterprise.
Posted 02 Feb 2003 [February 2003 Issue]
Increasingly CRM vendors are employing some CRM of their own.
Posted 12 Dec 2002 [December 2002 Issue]
10 steps for creating the real-time enterprise
Posted 22 Oct 2002 [October 2002 Issue]
Customers' expectations for service options are driving changes to contact centers.
Posted 09 Aug 2002
Customer touch programs help companies stay top-of-mind.
Posted 01 Jun 2002 [June 2002 Issue]
Companies must build on CRM excellence to become real-time enterprises.
Posted 12 Apr 2002 [April 2002 Issue]
What is the Real-Time Enterprise?
Posted 30 Mar 2002 [April 2002 Issue]
When automating CRM functions within a company, business leaders must both take into account and priorities the needs of its different departments, and stick to those priorities throughout implementation.
Posted 29 Oct 2001
When support wavers, the project is dead.
Posted 29 Oct 2001 [November 2001 Issue]
Failure to prioritize business functions is the leading cause of CRM failure.
Posted 22 Aug 2001 [September 2001 Issue]
Look for these five important features to make managing your sales force easier.
Posted 01 Jan 2000 [September 1999 Issue]
Criticized for interrupting evening meals and business meetings, telesales/telemarketing seemed to be just impersonal telephone calls made from obscure direct marketing lists. Not any more.
Posted 01 Jan 2000 [December 1999 Issue]
Leverage the efficiencies e-mail offers.
Posted 01 Jan 2000 [October 1999 Issue]
Today's account management software tracks client information and history-all at the click of a button.
Posted 01 Jan 2000 [July 1999 Issue]
The market is still fragmented, but it may be the fastest-growing segment of CRM in the near future.
Posted 01 Jan 2000 [August 1999 Issue]
 

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