Inside sales has long served as the relationship layer between a distributor or manufacturer and its buyers for orders too complex, too infrequent, or too relationship-dependent to self-serve online. Master B2B’s research found a large majority of B2B companies are increasing their use of ecommerce specifically to handle the routine, repeat orders inside sales teams previously processed by phone, freeing those reps to focus on larger accounts, new business development, and the kind of problem-solving a website cannot replicate. The practical shift is not inside sales disappearing but inside sales roles moving up the value chain, as ecommerce absorbs the transactional work beneath them.
Inside sales
A sales team that manages customer relationships and takes orders remotely, by phone or email, rather than visiting buyers in person, historically distinct from both field sales and ecommerce.
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Is eCommerce Replacing Inside Sales in B2B?