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Gartner Expert
Ilona Hansen
VP Analyst, KI Leader
Ilona Hansen is a Vice President with Gartner's CRM and Customer Experience research group. Mrs. Hansen manages research in CRM application strategies, coupled with a focus on managing complex CRM programs such as multiple CRMs across an enterprise-wide organization, CRM vendor and tool selection process, CRM user adoption and AI-empowered CRM technologies. Mrs. Hansen helps customer to define and to manage their CRM strategy, advises on customer experience (CX) and customer journey mapping, customer data management across all CRM practices. Mrs. Hansen is the Key Initiative Leader for the CRM Strategy and Customer Experience research group. Mrs. Hansen has extensive global leadership experience and expertise in the execution of sales technologies coupled with over 30 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
Fujitsu Siemens Computers, Senior Sales Operations Manager, 8 years
Ingram Micro, Head of Marketing Controlling, 8 years
Polycom, Senior Regional Sales Operations Manager, 4 years
Areas of coverage
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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
CRM Strategy, such as: How to select your best CRM vendor. How to manage different CRM technologies in your organization.
CRM user adoption - How to work with your teams to increase user adoption
AI in CRM technologies - Most common use cases
Partner Relationship Management Applications (PRM), supporting the indirect-sales approach