Gartner Expert

Melissa Hilbert

Sr Director Analyst

Melissa Hilbert is a Senior Director at Gartner in the Application IT Leaders Group. Ms. Hilbert is responsible for the Revenue (formerly Sales) Enablement agenda within Digital Commerce and CRM Sales Technology which includes a market guide. The technology includes sales content, training and coaching. She covers the digital adoption platform market which also includes a market guide. She is also responsible for Sales Performance Management (SPM). She has extensive knowledge of SPM systems and processes including sales incentive compensation, quota management and territory management. She has additional expertise in digital sales rooms. She contributes to research on Gartner's CORE CX model. She also covers SFA/CRM tools around adoption and usage and high-level strategy as well as digital twin of a customer for sales.

Previous experience

Ms. Hilbert has more than 21 years of experience in the IT industry. Prior to joining Gartner, she served as the WW Director of Sales Enablement for sales and presales at IBM where she educated direct and indirect sellers and presales resources, guiding them with best practices for sales execution, industry knowledge and best practices. Prior to IBM, she worked as a Solutions Consultant and managed the presales process with several ICM vendors.

She has directed the enablement efforts worldwide for sales, performance management for sales and tech sales including face-to-face, one-on-one and virtual training. Education imparted encompassed industry knowledge and best practices as well as a focus on sales execution.

Professional background


Director, Worldwide Sales Enablement - Sales Performance Management

Xactly Corporation

Sr. Solutions Consultant, SPM


Presales and Engagement Manager

Areas of coverage

Applications and Software Engineering Leaders

CRM Strategy and Customer Experience

Digital Commerce and CRM Sales Technologies


B.S., With Distinction, Marketing and Communications, Babson College

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Top Issues That I Help Clients Address

1How to evaluate the relative advantages of SPM offerings available in the market

2Connect sales effectiveness and operational efficiencies to clients' strategic plans

3Revenue (Sales) enablement strategy (content, training and coaching) and vendor evaluation for technology and platforms

4Digital adoption platforms strategy, offerings and use cases

5CRM/SFA adoption and usage