Inside sales and web are the mainstay of the purchase process for many buyers of hardware, software and services. The use of the web in every step of the buyers journey is increasing, even down to executing the purchase. Clients are now demanding and expect their suppliers to provide web experiences that provide them immediate access to information. Encompassing the initial search phase, such as guidance and help on address challenges being faced, all the way through to pricing information and even transactional history.

The data and trends below where identified in a marketplace study, led by Market Development and Insights, conducted in November 2012 through to January 2013 to understand client usage of inside sales and online commerce throughout the decision making process.