Michael Meltzer is the cofounder and a managing partner of Active Management Techniques that specializes in advising organizations on the human aspects and benefits of relationship management in all its forms. He is a hands-on partner who has experience spanning general and IT management, financial services, public sector, telecommunications, education and retailing. He has specialized in applying the human aspect approach to support internal and external customer relationship management, change management, customer knowledge and organizational design where innovation and learning can flourish. He is a respected author, speaker, educator, consultant and experienced business manager. You can reach him at michael.meltzer@amt.eu.com.

Customer Dialog Builds Loyalty and Profit
February 21, 2006 Creating dialog with customers can form a basis upon which to create differentiated services and valued customer experiences.

Why Inputs Just Don't Equal Outputs
November 15, 2005 There has been a simple mistake: confusing inputs with outputs. A way of addressing this mistake is from the viewpoint of...

Real CRM/SFA Success
July 12, 2005 New ways of helping sales teams improve their methods, their relationships and productivity are appearing. There is still no...

Subscribe to CRM?
May 3, 2005 Explore the benefits and pitfalls of a hosted customer relationship management solution.

Using Internal CRM to Transform IT Culture and Achieve Business Alignment
November 16, 2004 An internal customer relationship management approach works in parallel with the strategic business approach to enable good...

Successful CRM Depends on Communication
October 26, 2004 Failure to manage the communications strategy, process and implementation from a human perspective has doomed too many CRM...

Using Data Mining on the Road to Successful BI, Part 3
October 5, 2004 Data mining is not about tools alone but understanding your business and supporting decision making with actionable...

Data Mining on the Road to Successful BI, Part 2
September 28, 2004 Data mining is not about tools alone but understanding your business and supporting decision making with actionable...

Using Data Mining on the Road to Successful BI, Part 1
September 21, 2004 Data mining is not about tools alone but understanding your business and supporting decision making with actionable...

CRM Projects Mean Change: Getting the People Part Right
May 11, 2004 CRM projects require organizational change which requires personal commitment for all involved. This article presents...

What Customers Value
March 5, 2004 A marketing dilemma faced by many organizations is how to get to know potential customers so that you can turn them into...

CURARE Drives CRM
June 14, 2002 Cross-sell, up-sell, retention, acquisition, reactivation and experience (CURARE) are the real drivers for a strategic...