Customer Relationship Management (CRM) — Marks Group Services
At The Marks Group, we specialize in getting our
CRM clients up and running in a very short timeframe. Although
the needs of each of our clients vary, an example of the types of CRM
services we provide include the following:
| System Setup Services |
| Meetings and consultations
with management to assign a CRM User Administrator and a CRM
Technical Administrator to confirm short and long term objectives
and specific, quantifiable deliverables that can be used to measure
each phase of this implementation. |
| Meetings and consultations
with the assigned CRM User Administrator and CRM Technical
Administrator to agree on their responsibilities and review in detail
all resources available for them to best service the users group. |
| Advising on the technical
specifications for the multi-user computer system platform that
will be required for our clients’ business systems and preparing
prices and transition plan for installation of the platform, if
needed. |
| Installing your CRM system on
a server and local workstations as necessary. This includes installation
of the included MS-SQL 7.0 or MS-SQL2000 database, and client connectivity
tools. |
| Meeting with management
to agree on the key and user fields and their related lookups that
should be set up for their database. |
| Meeting with the CRM
User Administrator to make recommendations for standardized correspondence
and showing how to design templates for MSOffice forms, (i.e. proposal
forms, call report, follow up letters, etc.) and how to install
them. |
| Reviewing with management
the workflow procedures to accomplish accurate data preparation
and data entry by the company’s personnel. |
| With the CRM Technical
Administrator, importing data from external databases into the new
CRM’s 's database and train that person how to import
additional data in the future. We use
Microsoft Access and external tools to accomplish this. |
| With the CRM User
Administrator, configure all remote laptops for synchronization
with the main CRM database if necessary; |
| With the CRM User
Administrator, design specific reports as needed. |
| With the CRM User
Administrator, configure CRM e-mail as needed; |
CRM Training for Users
Our CRM training includes these popular
topics:
| Creating new contact records
— How to use the toolbars and menus to create new contact records
and what data is needed when creating a record. |
| Querying the database —
A review of indexed vs. user designed fields, how to retrieve data
from your database using queries. How to move through the database. |
| Editing and deleting records
— A walkthrough of the CRM contact record and methods
for adding data to existing records. A review of contact record
properties, alerts and how to delete records. |
| Basic scheduling and completing
activities — How to schedule an activity and basic features
of scheduling. How to view, retrieve and print scheduled activities.
How to complete activities. |
| Setting preferences — Using
CRM's preferences and our recommendations for setting preferences
for optimal performance. |
| Creating filters and Views — How
to create a basic filter and view and apply this filter to contact
records. A review of the difference between filters and groups.
How to tag records. |
| Printing standard reports
— How to print the reports supplied by the CRM system using sorts
and options. |
| Printing Word documents from the CRM system
— How to install the Word links and print out Word Templates. |
| Sending and retrieving e-mail
— How to create, send and retrieve e-mail through the CRM system. |
Additional Services
We also provide the following additional
services for our clients:
| Importing and
Exporting — File Formats. Exporting ASCII Delimited
Files. Exporting DBF Files. Creating An Import Profile. |
| Customizing GoldMine
— Lookup Window Settings. Expanded Profiles. Setting
Up Profile Tabs and Field Labels. Global And Local Labels.
Custom Screens. Defining Fields. Defining A View. Creating
A Custom Screen. Editing In Your Custom Screen |
| Customizing Toolbars
— Customizing Toolbars. Creating A New Toolbar. Working
With Toolbar Icons. Recording A Toolbar Macro. Deleting a
Toolbar Macro. Toolbar Preferences |
| Setting up
Users. Adding A New User. Record Ownership
And Curtaining. Setting Access Rights and Security. User Groups.
Creating A User Template |
|
| As desired, teaching
the Administrators to: |
| Configure
the CRM system to manage internal and external email through its
email center so that all email would be attached to contact
records for immediate retrieval and follow-up. |
| Configure
and provide training for the printing of mass correspondence
to selected people in a database. |
Design
certain reports for data retrieval and help you decide which
reports would be most useful in a client’s business and
ensure that user fields have been established to generate
those reports. |
Configure
automated processes and workflow for mass mailings and follow-ups. An
example of an automated process is a quick search of a database
for desired contacts and then the automatic processing of
follow-up actions, such as scheduling activities or mass mailings.
Another example would be using web-import functionality
to automatically retrieve leads from your web site and process
them for follow-up actions. |
Develop
a system for properly forecasting and completing successful
and unsuccessful sales. This
would include teaching users how to schedule forecasted sales
and generate sales funnel reports by user and product weighted
by probability. This would also include using the CRM system's
lead and quota analysis to best determine sales ratios and
success factors; |
Develop
a system for properly using Opportunity Management to track large-scale opportunities and
projects. This would include
teaching users how to setup opportunities, tasks, issues,
competitors, team members, influencers, champions, etc. as
well as schedule follow up activities and forecasted sales.
This would also include generating summary reports of large
scale opportunities. |
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