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Gartner Expert
Ilona Hansen
VP Analyst
llona Hansen is a Vice President in the ITLTP Applications Group. Mrs. Hansen manages research in the area of CRM application strategies, coupled with a focus on complex CRM programs, selection process, user adoption and AI-empowered CRM technologies. She is responsible for the Partner Relationship Management (PRM) agenda within the CX and CRM technology team which includes a market guide. She is co-authoring the CRM Sales Force Automation MQ. She is Gartner's Vendor Lead Analyst for SAP.
Mrs. Hansen has extensive global leadership experience and expertise in the execution of sales technologies coupled with over 28 years' IT industry experience.
Previous experience
Prior to joining Gartner, Mrs. Hansen served as a Senior Sales Operations manager at Polycom and Fujitsu Siemens Computers, where she led from 10 to 60 people, varying on the projects. She provided the critical link from management to sales/marketing teams, the partner environment and back-office organizations. Ms. Hansen owned the sales process design and was responsible for effective sales organizational structures. To accomplish these tasks, she developed the necessary sales and marketing tools for management, but also the different teams. Finally, she was responsible for any commission-related issues and disputes. She gained insights into Polycom from a regional point of view, where she headed Sales Operations on a regional level in 20 countries, but also from a headquarter perspective at Fujitsu Siemens Computers, where she was responsible for all EMEA sales projects across 21 countries.
Professional background
Polycom
Senior Regional Sales Operations Manager
Fujitsu Siemens Computers
Senior Sales Operations Manager
Ingram Micro
Head of Marketing Controlling
Areas of coverage
CRM Strategy and Customer Experience
Education
M.B.A., Clemson University, South Carolina
B.A., Universidad Nacional Autonoma de Mexico, Mexico City
Top Issues That I Help Clients Address
1CRM Strategy, such as: How to select your best CRM vendor. How to manage different CRM technologies in your organization.
2CRM user adoption - How to work with your teams to increase user adoption
3AI in CRM technologies - Most common use cases
4Partner Relationship Management Applications (PRM), supporting the indirect-sales approach