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


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


M.B.A., Clemson University, South Carolina

B.A., Universidad Nacional Autonoma de Mexico, Mexico City

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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