Gartner Expert

Ilona Hansen

Sr Director Analyst

llona Hansen is a Research Director in the application research group. She is responsible for managing research in the area of CRM application strategies, and in particular is lead analyst for SAP CRM cloud products. She is leading the CRM Lead Management MQ and is co-authoring the Sales Force Automation MQ. She furthermore is deep into the Partner Relationship Management (PRM) technologies for the indirect sales approach, and its market. Ms. Hansen has extensive knowledge of sales technologies, including sales acceleration applications, sales processes and provides advise for bridging organizational structures.

Previous experience

Ms. Hansen has more than 20 years of experience in the IT industry. Prior to joining Gartner, she 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

CRM Sales Technology


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 and Customer Experience

2Sales TEchnologies

3Lead Management

4Partner Relationship Management Applications, supporting indirect-sales

5Sales Force Automation (SFA)