Author: Franz Malten Buemann

  • How to Write a Powerful Executive Summary [+4 Top Examples]

    Whether you’re an entrepreneur looking for investors for your small business or the CEO of a large corporation, an executive summary can help you succeed and is a critical component for long-term growth.

    A short, attention-grabbing executive summary is an essential part of your business plan. Done correctly, it will ensure your company becomes or remains a key player in your industry. In this post, you’ll learn what an executive summary is and how to write one that engages investors, customers, and general audiences.

    Essentially, an executive summary is the front cover of your business plan, convincing readers that it’s worth their time to read the whole thing.
    A business plan includes a company overview, your company’s short-term and long-term goals, information on your product or service, sales targets, expense budgets, your marketing plan, and a list including each member of your management team. However, a CEO or investor might not have the interest or time to read your full business plan without first getting the general gist of your company or goals through an executive summary.
    Ultimately, the executive summary is meant to inform readers of the most important information in your business plan, so they don’t have to read it all and can get caught up quickly.
    To write an impressive executive summary that effectively embodies all the important elements of your business plan, we’ve cultivated a list of necessary components for an executive summary, as well as an example to get you started.
    Follow Along With HubSpot’s Executive Summary Template

    Click to Download

    1. Tell your story.
    When investors or CEO’s read your executive summary, they should understand what your business is about. This is one of the first elements of your business plan, so it should set the tone.
    In your executive summary, be sure to tell your story. What does your company do and why do you do it? Who’s involved in your company? Answering these questions will help readers get excited about your company and eager to read the rest of the business plan.
    2. Do your research.
    An executive summary, while short, should include plenty of research. For example, your summary will include financial considerations and a competitor analysis.
    While your business plan will flesh out the details, it’s important to include your key findings in your executive summary. Think of this like an elevator pitch. If someone stopped reading and you only had the executive summary to explain your company, what information would you include?
    3. Pay attention to your tone.
    The tone of your writing tells a story itself. When you’re writing anything, but especially a business document, make sure that the tone tells the story of who you are. Are you formal or more informal?
    Ultimately, your tone should not only represent who you are as a company, but your target audience as well. What style of writing will represent your audience?
    As you write an executive summary, don’t forget to consider what your tone and writing says about you and your audience.
    4. Avoid cliché language.
    With any style of writing, it’s best to avoid clichés. Clichés can convey the wrong message or be misunderstood, which is something you want to avoid when someone reads your executive summary.
    Additionally, clichés tend to overpromise and under-deliver. For example, including something like “The Best Restaurant in Town” isn’t true because you’re untested as a business. Your executive summary should reflect the truth and who you are as a company.
    5. Write it after completing your business plan.
    An executive summary is a summary of your business plan. However, it’s hard to write a summary when you haven’t written your business plan yet. That’s why you should write your executive summary last, so you know what you want to include.
    If you don’t have a business plan yet, don’t worry; we have a comprehensive business plan template to help you create one quickly and effectively.
    Featured Resource: Business Plan Template

    Download Your Free Template Here
    Now that you know how to write an executive summary, let’s dive into the details of what to include.
    What to Include in Your Executive Summary
    Your business plan should convey your company’s mission, your product, a plan for how you’ll stand out from competitors, your financial projections, your company’s short and long-term goals, your buyer persona, and your market fit.
    An executive summary, then, should be a short, maximum two-page synopsis of the information provided in your business plan.
    Ultimately, an executive summary should provide a preview for investors or CEO’s, so they know what to expect from the rest of your report. Your executive summary should include:

    The name, location, and mission of your company
    A description of your company, including management, advisors, and brief history
    Your product or service, where your product fits in the market, and how your product differs from competitors in the industry
    Financial considerations, start-up funding requirements, or the purpose behind your business plan — mention what you hope the reader will help your company accomplish

    Feeling at a loss? Download a free template below that will take you through the executive summary creation process.
    Executive Summary Template

    Download Your Free Executive Summary Template Here
    In this free executive summary template, you’ll be able to outline several pieces of information, including:

    Introduction: Explain what your executive summary contains.
    Company & Opportunity: Explain who you are and your biggest opportunities for growth.
    Industry & Market Analysis: Explain the state of your industry and your target market.
    Management & Operations: Explain who your key leaders are and their roles.
    Implementation & Marketing: Explain how you plan to deploy your product to the marketplace.
    Financial Plan: Explain your company’s finances. Change the verbiage depending on whether you’re writing to investors or a general audience.
    Conclusion: Summarize what you’ve covered.

    Ready? Download your free executive summary template.
    To understand more tactically how an executive summary should look, let’s review a few examples.
    Executive Summary Examples
    1. Connected
    Connected’s executive summary immediately grabs your attention with its headline, which describes what the company does in a succinct, clear way. Even if you don’t read the rest of the summary, you’ll understand what Connected does from the heading alone. The company then goes into its history, mission, and values at length.
    Try It Yourself
    Use the heading of your page to immediately describe what you do, as opposed to using “About Us” or “Executive Summary” as the title. Give readers the opportunity to get what they need above the fold and the option to read more. Note that this would not apply in an executive summary in a business plan.
    2. Events Industry Council
    Events Industry Council’s executive summary is short and sweet, yet provides plenty of information for readers to understand what the organization does and which products it offers. Note the brevity in the mission, vision, and values sections — that demonstrates that there’s no need to go on at length if it doesn’t suit you. The “Who we are” section has the most emphasis here, which is a powerful technique to draw readers’ attention.
    Try It Yourself
    Spend more time in the section that you feel your audience will care most about. If you’re pitching to investors, you might spend more time on the Market Analysis and Financials sections. If you’re writing for a general audience, you might focus on your company background.
    3. Company Shop Group
    One of the first things you see when visiting Company Shop Group’s About Us page is its subheading: “Company Shop Group is the UK’s leading redistributor of surplus food and household products.” Like Connected, Company Shop Group includes what it does above the fold, so that readers have the option to either keep reading or walk away knowing what the company is about. The organization also includes multimedia to engage visitors and explain its business model in a more digestible format.
    Try It Yourself
    Include what you do above the fold and add multimedia elements to provide an alternative way for readers to learn more about you. Videos, images, and headings can make it much easier to scan your executive summary, but be careful to only use this method for the right audience and through the right medium. (You might not include images inside a formal business plan, for instance.)
    4. FirstEnergy
    FirstEnergy’s executive summary is great inspiration if you’re a more corporate, formal brand. The company’s executive summary covers its mission, subsidiaries, operations, products and services, corporate responsibility values, and strategic plan goals. This is useful information for potential investors, as the company is publicly traded.
    While it’s comprehensive, the executive summary remains short, using bullet points and images to break up the information and giving readers the opportunity to explore more with a sidebar menu.
    Try It Yourself
    Be conscious of the status of your company when writing your executive summary. If it’s publicly traded, you’ll want to include more information, such as your strategic plan and expansion opportunities. If you’re publishing your executive summary on your website, use a sidebar to allow readers to jump from page to page without leaving their place.
    Start Your Executive Summary
    An executive summary should be short and concise, but it should still convey who you are as a company. If you’re starting a company, remember to tell your story, while also including important background and financial information. A strong executive summary will pave the way for more investors to invest in your business and more customers to trust in your brand.
    Editor’s note: This post was originally published in December 2018 and has been updated for comprehensiveness.

  • What is Call Center Shrinkage?

    On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans.  
    Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late. Pretty normal, right? The difference between the time for which agents are paid to answer calls, and the time they actually spend doing so, is known as shrinkage. Every business deals with shrinkage, but too much can negatively affect agent performance, and ultimately, disrupt your customer experience. That’s a bumpy road you don’t want to travel. 
    What Causes Shrinkage? 
    There are many reasons an agent might be away from the phone. Call center managers have little control over some of the external factors affecting the time agents spend actually taking calls, though you can work to improve absenteeism and schedule adherence. 
    External Factors Include:

    Sick time
    Scheduled holidays and vacations
    Late arrivals
    Absenteeism

    Internal shrinkage factors are time constraints that come from inside contact center operations.
    Internal Factors Include:

    Lunch breaks
    Team meetings
    Employee training
    Post-call administrative work

    Managers can have some control over these factors, though most are predictable and healthy parts of the normal workday. Not all shrinkage needs to be eliminated.

    TIP:
    Tools like Fonolo Voice Call-Backs push back on the productivity losses that can come with call excess center shrinkage.

    How to Calculate Shrinkage
    To calculate your shrinkage in hours you need to know two things:

    the number of hours employees are scheduled to work in a week and;
    the number of hours they spend doing other tasks besides working in that same time period.

    Divide the time spent doing other tasks by the total hours scheduled, and you’ll get your shrinkage rate. For example, if an employee is scheduled to work 35 hours, and spends 10 hours doing other tasks, the shrinkage rate for that person is 10/35 or 29%.
    How Much is Too Much? 
    Remember, shrinkage doesn’t always mean something is wrong. A certain amount of employee downtime is unavoidable and some of it even has a positive impact. For example, staff training and team meetings help you inform and educate staff. They help your agents feel engaged and improve your customer service. All good, right?  So, how much shrinkage is too much?
    A shrinkage level of 30-35% is average for call centers.
    But every call center is different and what works for you will be unique to your business. Acceptable shrinkage levels can change from one team to another, too.  To decide how much is too much, keep your eyes on other key metrics to see how shrinkage is affecting your call center and set your benchmarks accordingly. 
    Popular Call Center Benchmarks
    Too few agents assisting customers will likely result in callers spending more time on hold, affecting your CSat Scores. Excess shrinkage rates can also impact other agents’ performance, lowering their productivity and increasing agent dissatisfaction. Don’t let high shrinkage rates start a domino effect that results in poor CX.  
    How to Control Shrinkage 
    Create a plan to address excess shrinkage in your call center; these steps can help get you there! Share your plans and your progress transparently with your agents and work together to achieve your call center’s goals. If you can identify recurring pain points, you’ll be able to correct small issues and help your contact center thrive.  

    Track employee schedule adherence and improve it where you can.
    Monitor your shrinkage carefully, using annual overviews to improve future staffing projections.
    Be thorough and accurate when scheduling: include meetings, training and time off in your calendar.
    Monitor absenteeism and identify root causes and repeat absences.
    Offer incentives and training to keep agents competitive and reward great performance.

    Remember: Shrinkage Doesn’t Tell the Whole Story
    Like all metrics, shrinkage is a useful data point, but it doesn’t tell the whole story. Be sure to carefully consider how shrinkage impacts your business and your customer experience when you decide how to interpret the numbers. Instead of trying to erase the figure entirely, think about reducing the excessive shrinkage that negatively impacts your call center’s performance. And be sure to consider how changes you make to reduce shrinkage rates might affect other call center KPIs like average handle time, customer satisfaction, and agent retention. The post What is Call Center Shrinkage? first appeared on Fonolo.

  • Salesforce Associate Certification Guide & Tips

    The Salesforce Certified Associate is a brand new entry-level certification, aimed at Trailblazers with 0-6 months of Salesforce experience. This new type of certification removes the emphasis on hands-on practical expertise, and instead validates and empowers those with foundational Salesforce knowledge. This knowledge includes understanding… Read More

  • Link building process doesn’t have to be painful

    Link building is a process of acquiring hyperlinks from other websites to your own, and hyperlinks, or just links, are a strong signal of how much quality does a single page provide. Backlinks are not just increasing your organic traffic and rankings, but they can also bring you referral traffic, especially if they are from highly visited websites. And if that website is relevant, chances are that the traffic is relevant also. So, don’t look for backlinks just for SEO. They are for customers. If you place links to your websites in front of people that are genuinely interested, they may click through. It doesn’t have to mean that they will buy, but at least they are now aware who you are and what you do. Now, let’s not forget the brand building part. You need to become trustworthy in the eyes of your customers and be an autorotative source in your niche. Me and my team launched a backlinking tool that’s helping startups in their link building processes. With our tool, you can get 53 backlinks from high domain authority websites. You can get lots of referral traffic from them, because those websites are startup aggregators – websites made solely for the purpose of advertising startups. You can check it our here https://marketroadie.com/ submitted by /u/CallOfDuty2Fan [link] [comments]

  • Talking about money

    Who benefits when we hesitate to look at money clearly?

    When we avoid doing a P&L, thinking about pricing, or creating a budget, we’re avoiding the fear that comes with these choices. And we’re also decreasing our odds of success.

    Good cooks talk about salt. Successful athletes talk about training.

    Money isn’t the point. But talking about money enables you to find your footing and clarify your direction.

    [Semi-unrelated, all tangentially about talking about money, a handful of new books from friends and colleagues I’m happy to recommend.]

    Unreasonable Hospitality, taking service to a whole new level, by Will Guidara

    The Making of Her, a breathtaking story by bestselling author Bernadette Jiwa

    Chokepoint Capitalism, about creativity and monopoly, by Rebecca Giblin and Cory Doctorow

    Put Your Ass Where Your Heart Wants to Be, essential insight for creators from Steve Pressfield

    Survival of the Richest, a scary, true and unsettling look at what happens when money causes people to lose their humanity, by Doug Rushkoff

    … and I’m blown away by the foresight and generosity of pioneer Yvon Chouinard. Bravo.

  • Survey reveals consumer expectations heightened as a result of inflationary price hikes

    A survey of over 2,000 working age adults has revealed that the perceived standard of UK customer service is slipping in the wake of record inflation. Close to half (41%) of the respondents questioned by People 1st International said that the standard of customer service they had received in the last 12-18 months had worsened….
    The post Survey reveals consumer expectations heightened as a result of inflationary price hikes appeared first on Customer Experience Magazine.

  • Why It’s Important for eCommerce Stores to Utilize YouTube

    YouTube, a giant video-sharing platform and the second largest search engine after Google has announced its partnership with Shopify to bring eCommerce support and experience to the video-sharing platform.  With daily active users of about 122 million, the platform allows eCommerce businesses and influencers to interact with potential buyers directly and connect with audiences on…
    The post Why It’s Important for eCommerce Stores to Utilize YouTube appeared first on Benchmark Email.

  • CAC and LTV monitoring – measurement tools and granularity level

    We are a Fintech company offering financial products to SMBs. We find it increasingly challenging to employ a systematic/quantitative approach to calculating CAC and LTV across various channels of customer acquisition. We currently use BI tools built in house but they are limited in the granularity of analysis, ability to dissect and link campaigns and revenue – making them ok for directional reporting but not to good enough to optimize spend. What’s your situation ? Approach ? submitted by /u/No_Way_1569 [link] [comments]

  • What type of customer onboarding materials do you use?

    Hi, guys! Customer onboarding has become a popular topic lately. So, I was wondering what type of onboarding materials you use. Plus, what are the challenges you encountered while setting up the onboarding process? submitted by /u/Bianca_Dicu [link] [comments]

  • Lead scoring, qualification and prioritization of leads Hello

    Hello everyone, Our team is currently working on an AI-powered SaaS for marketers. Our mission is to help SMBs to better understand their leads thanks to smart segmentation. We’re reaching out to the marketing community to get a better handle on the problem, I’d really appreciate it if you could answer these few questions: According to what criteria do you currently dispatch your leads? Do you see the benefit of having an inbox of already enriched inbound leads to send to your CRM? Thank you in advance. I would also be happy to make a quick call to go into more detail on the subject if some of you have a few minutes to spare. submitted by /u/Elegant_Start_7461 [link] [comments]