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BARTON GOLDENBERG is President and Founder of ISM, Inc., one of the world's leading CRM consultancies. He is the co-founder and co-chair of the U.S. DCI, Canadian, British, German, and French conferences on CRM. Goldenberg teaches at Wharton and other well known schools, conducts executive seminars throughout the U.S., Europe, and Asia, and consults for many large clients, including ExxonMobil, Lucent Technologies, and Xerox. He is a regular columnist for CRM Magazine, e-Week, Cisco iQ, and Sales & Marketing Management.