CRMAdvocate Biography
 

Robert Mirani is the director of the Yankee Group’s Customer Relationship Management Strategies Planning Service, which covers a broad range of topics relating to technology and applications for customer service, sales, and marketing. Topics covered include front-office applications for sales and service, marketing automation, Internet self-service, real-time Web interaction, analytic applications, contact center infrastructure and applications, systems integration, and end-user CRM architecture and technology deployment. Mr. Mirani is a well-known industry analyst in the customer relationship management market, with extensive speaking experience at conferences and seminars, publishing experience in industry journals, and notable consulting experience with Fortune 1000 companies. He has chaired the Yankee Group’s Digital Customer Loyalty Conferences focused on CRM strategies, frameworks and technologies. He has also managed the Yankee Group’s pioneering Cyber Call Center and Multimedia Customer Care Conference, and is very active in the highly regarded Pan-European Call Center Conference held by the Yankee Group’s European offices. Before joining the Yankee Group, Mr. Mirani worked as a strategy consultant for the Massachusetts-based research firms Atlantic ACM and Venture Development Corp., managing projects and writing extensively on a range of communications topics, including long-distance resale, international long distance, international callback services, and multimedia conferencing. Prior to this, he was a strategy consultant at Chicago-based PMG Consultants, where he managed new product and market assessment projects for firms such as Yamaha and Ingersoll-Rand. He also has experience as a market analyst for Market Facts, where he worked with major consumer clients such as General Mills, Sunbeam, Sears, and United Airlines. Robert Mirani holds a Bachelor of Arts degree in economics from Duke University and a master’s of management degree in marketing and finance from the Kellogg School of Management at Northwestern University.

Robert Mirani Director, CRM Strategies Yankee Group rmirani@yankeegroup.com