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