The inbound sales process is changing. In the old days, the consumer would do about 1/3 of the sales process in advance of reaching out to the call center; now this fraction has more than doubled in many cases – with important implications for sales strategies and tactics. Sales Expert, Mark Coudray, joins Bruce Belfiore on CallTalk to discuss the changes that have occurred with the advent of the digital world and how that impacts the sales channels. We will look into the changes in communication, campaigns, and closure rates – – and it’s all good news!

Guest Speaker Bio: Mark Coudray’s role with BenchmarkPortal is that of marketing and sales expert, focusing on optimizing inbound and outbound sales efforts. His professional activities involve the strategic planning, direction, and transition for companies moving from an analog marketing delivery model to a digital model. This includes the evolving changes to how goods and services are marketed, sold and delivered, as well as the analytics and metrics for how performance is measured. Mark is actively involved in the R&D of sales, marketing, and analytically driven social media technologies as well as their implementation into commercial environments. Prior to his current activities, Mark focused on developing and implementing digital technologies for the specialty printing industry. He is well known as a leader and strategist for industries disrupted by digital technologies. His work has been published globally in more than 400 articles, papers, and columns. Mark’s columns have appeared in multiple industry publications for more than 25 years. He has worked with client companies in 41 countries, offering assistance in the areas of digital workflow design, consulting services, software development, technical seminars, workshops, technical assessment, and expert witness testimony.

Air Date: Wednesday, October 14, 2015 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Mark Coudray, Subject Matter Expert, BenchmarkPortal
Season: 6, Episode Number: 10

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CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Inbound Sales, CallTalk Season 6