Barton Goldenberg Recognized for Contributions to CRM Industry with Induction to Newly-Created Hall of Fame by CRM Magazine.

Business Editors

NEW YORK--(BUSINESS WIRE)--Aug. 27, 2003

In recognition of his contributions as a leading Customer Relationship Management (CRM) strategic advisor, author, speaker and co-chairman and co-founder of the DCI CRM conferences worldwide, Barton Goldenberg was selected as a member of the newly-created CRM Hall of Fame by CRM Magazine.

Starting with the publication in 1990 of The Guide to Sales, Marketing and Customer Service Automation (now The Guide to CRM Automation), Goldenberg, president and founder of ISM Inc., has been instrumental in steering CRM to become a $30 billion industry - approximately $7 billion in software and $23 billion in services. The Guide, now in its 11th edition, serves as a "how-to" for CRM implementation, and reviews ISM's Top 30, inclusive of the Top 15, software selections awarded each year.

In ceremonies at the DCI CRM Conference & Exhibition held at the Jacob K. Javits Convention Center, Ginger Conlon, editor-in-chief of CRM Magazine, welcomed Goldenberg as one of only three inductees in the exclusive CRM Hall of Fame. "Barton Goldenberg has long been an advocate for integrated CRM solutions, unbiased software selection and a user-focused methodology for companies to successfully implement CRM," said Conlon.

Goldenberg accepted the honor by looking to the future of CRM with the Real-Time Enterprise (RTE): "Now, serving the customer includes anyone who participates in your enterprise, from the buyer to the supplier, and with today's technologies, including the Internet, it must be in real time." Following the best-selling CRM Automation, published in 2002 and 2003 by Prentice Hall, Goldenberg is finalizing Creating the Real-Time Enterprise to be published in late 2003.

"It means a great deal to me, my colleagues, and the team at ISM to be honored with the induction to the CRM Hall of Fame," said Goldenberg.

Goldenberg, who founded ISM in 1985, became an early proponent of his signature "People-Process-Technology" approach to what had largely been a software selection process. He developed a CRM "Top-Down/Bottom-Up" Road Map that stresses the importance of identifying customer-facing business processes and getting the buy-in of management and users. The ISM Road Map has been implemented by hundreds of companies worldwide including ExxonMobil, IBM, Lucent Technologies, McGraw-Hill, NYSE and Xerox.

In 1999, Goldenberg was recognized by CRM Magazine (formerly Sales and Marketing Automation Magazine) as one of the "10 Most Influential People in Customer Relationship Management" for his leadership in galvanizing the CRM industry and his role in co-founding and co-chairing DCI's CRM conferences. In 2002, CRM Magazine awarded Goldenberg as one of the "20 Most Influential CRM Executives of the Year."

ABOUT ISM

Founded in 1985, ISM, Inc. (www.ismguide.com) provides strategic advice for Customer Relationship Management and the Real-Time Enterprise. ISM is the publisher of The Guide to CRM Automation (now in its 11th edition) and author of CRM Automation (Prentice Hall, 2002 and 2003). ISM clients include AAA Mid-Atlantic, Canon, Ceridian, Deutsche Bank, DHL, ExxonMobil, IBM, J&J, Lucent, McGraw-Hill, Nestle, New York Stock Exchange, PepsiCo, Roche, Schering-Plough, United Way, Verizon, Vivendi Universal, Wells Fargo and Xerox.