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Marks Group Services
Customer Relationship Management (CRM)

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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