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Posts Tagged ‘Smith School’


Announcing the Second Edition of the Small Business Success Index (SBSI)

August 7th, 2009 ::

downloadEarlier this year Network Solutions in partnership with the Smith School at the University of Maryland, College Park surveyed 1000 small businesses the good old fashioned way – they talked to them. The survey covered many data points and its goal was to get a baseline on how small businesses rated themselves in six key areas – capital access, marketing & innovation, workforce (HR), customer service, computer technology and compliance (accounting and tax). The results were surprising in some areas and expected in others.

With the economic crisis in full swing, access to capital scored a ‘D’ which was not very surprising, customer service and compliance rated B+ and A respectively. This showed that people felt they did an excellent job keeping records and serving their customers which was the key to managing their cash flow and retaining their customers.

Marketing, Technology and Workforce was in the surprising ‘C’ range. This showed people were still trying to find ways to effectively use their technology, working hard to innovate and market effectively and hire good people.

The Second Edition is in and the results surprise again

The second wave was collected in June 2009 from 500 small business owners. Small businesses included in the study are privately owned, for-profit, have fewer than 100 employees, and have a payroll and/or contributed to at least 50% of the owner’s household income. The data are weighted to ensure representativeness to the entire population of small businesses in the U.S. The survey is longitudinal in nature, tracking small business trends over time; the completion of the second wave provides a six month trend line.

Released on August 1, the second edition of the Small Business Success Index, which you can download here, was released and after reviewing it I have to agree with the sentiment of the report. As a small business owner myself, I can attest to the fact of how hard it is to get funding from banks. Aside from the SBA loan rescue program implemented from the TARP program over the last few months, the credit markets have really tightened up but they are improving which might account for the slight uptick

The other area where things ticked up is customer service and that reflects the focus that small business are working hard to keep the customers they have happy and impress them to get referrals which are the lifeblood of many small businesses.

Where things went down is on the “Marketing Innovation” section and that according to the report “Surprisingly, the June 2009 wave revealed that relationship to be weaker than originally thought; businesses with minimal technology were nearly as competitive as the tech-poweredones. This is likely due to falling demand in the current economic climate, which has restricted the effectiveness of companies’ marketing efforts. Internet business solutions have their greatest impact on success in the Marketing and Innovation area of the SBSI, but in an environment with declining sales, the weak economy blunts the benefits of these technologies”.

There are a few negative quotes from the report:

“More small businesses think the economic climate for their business is worsening (38%) rather than improving (25%)”.

But there are some uplifting sentiments from small business owners:

“More small business owners expect the economy to improve in the next 12 months (38%), than decline (28%).”

“As many small businesses believe their 2009 revenues will be higher than in 2008 (29%) as think it will be lower (30%), with 38% expecting revenues to be the same.”

DOWNLOAD THE REPORT and leave a comment

Download the Report at this link and take a read. We would love to hear your thoughts and if you are experiencing the same thing.

Study says investors ignore business plans? No they don't.

May 19th, 2009 ::

Business Plans (photo by Raymond Yee)

Business Plans (photo by Raymond Yee)

Apparently a new study from the University of Maryland’s business school says that business plans don’t matter and that venture capitalists don’t read them and it will do nothing to improve your chances of getting financing. In an article from the New York Times, they present this surprising conclusion of a new study by Brent Goldfarb, an associate professor of management and entrepreneurship at the Robert H. Smith School of Business, who wrote the study with David A, Kirsch, also an associate professor at the school, and Azi Gera, a doctoral student.

From the article: “they pay little attention to the documentation from entrepreneurs about their academic credentials, work or start-up experience, previous success in raising equity capital, ability to form a top-notch management team or even how much money they want.”

I totally disagree.

I have written many business plans in the past and this study takes on the small sliver of investors called “Venture Capitalists”. For those not familiar with the term, they are institutional investment firms that setup funds comprised of limited partners that can range from wealthy individuals to pension funds. These funds range in size ($10 million to $2 billion) and are high risk investments for qualified investors but usually present a high return over a 5-10 year period.

Venture Capitalists use the fund to invest at specified levels and stages (i.e. Series A, Series B, Series C) that they have already outlined in the fund’s prospectus. These funds are the large investors you read about in the news that put money into a company usually after a business has had angel investors (smaller sub $1 million investment) or friends and family invest in it to get the business off the ground.  If the business has built a good product and developed a business model that will scale well, the venture capitalist is a dream investor and with some additional funds to increase traction puts the company in a mega-growth position.

From the article: “Venture capitalists and other investors “will never start by reading a 50-page business plan and examine a full set of forecast financials — they have too little time for this,” Mr. Zehle wrote by e-mail. “But they will read a one-page elevator pitch-style executive summary, and if it stimulates interest, go on to read a five-page executive summary.””

This is true but should have been near the top of the article in the New York Times.

During good business times, a venture fund gets about 2000-4000 business plan submissions per year and it is true many of them end up in the trash. It is like submitting a script blindly to a movie studio. Getting these things reviewed at a cursory level usually involve some personal relationship doing the introduction. It could be an attorney or accountant that works with some of their portfolio companies or if you are really lucky it will be a fellow entrepreneur that has worked with them in the past and made them money.

That previous quote said “they will read a one-page elevator pitch-style executive summary, and if it stimulates interest, go on to read a five-page executive summary”. So how do get to this stage? You have to write a business plan.

I mentioned before that I have written many business plans in the past, some for projects that never got off the ground, some for businesses that never received funding and a few that raised money from this type of investors. What I personally have found, and I would like to hear from people in the comments, is that the business plan is the focus document. It will eventually be read by the venture capitalist partner or a senior associate during the due diligence phase so you going to have to have it eventually or you won’t look like you have truly thought out your business. The one-page executive summary? That is constantly tuned and tweaked from the business plan document and will be your entry document to get to the point and see if there is interest. The five-page summary is expanded upon and goes into a bit more detail on team, business model and operations but still it is rooted in the business plan. Once you are in the door, you will use those two documents to create a 5-7 minute pitch to present your business and keep them engaged so they invite you back for a 20-30 minute presentation. At that point they will ask for your business plan and financials in addition to your projections so the associates at the fund can do some stress tests and prep the partner for your next meeting to see if you can address any concerns (they will always have concerns) and discuss various scenarios if you got different levels of financing and what milestones you would reach in order to demonstrate success.

Lastly, I would add that even though the study focused on just the venture capital sector, other avenues that you may use for raising capital are Small Business Administration loans, local banks, angels, and friends and family. All of these groups are going to expect a business plan. So get started and if you need some help, check out my 15 part series on Writing a Business Plan.

How to Enable Stellar Customer Service for Your Business

March 23rd, 2009 ::

Dr. P.K. Kannan is the Director for Center for Excellence in Service and an Associate Professor at the Smith School of Business at the University of Maryland, College Park. His work at the Center revolves around service strategy as it applies to businesses.

Here is the overview from the Center’s web site:

The Center for Excellence in Service (CES) is a nonprofit organization composed of individuals dedicated to service strategy and research. CES combines its unique perspective of customer point-of-view and an exploration of a variety of services (with a focus on information technology) in order to provide business leaders and academics with the latest knowledge in service research. CES also implements practical business objectives into its academic research, and this dynamic creates a partnership between the business world and academia.

Founded in 2000 and led by Director P.K. Kannan and Executive Director Roland Rust, CES aspires to become the world’s leading research center in service. CES accomplishes this mission through conferences, journals and publications of research, and its relationships to its Center Members. Highlights of CES’s success include the Frontiers in Service Conference, the Journal of Service Research (indexed by the Social Science Citation Index), the National Technology Readiness Survey , and research conducted through the Netcentric Behavioral Lab.

Recently, P.K. shared some sage advice on how small businesses can use stellar customer service to grow their business in the economic downturn. Below is the full interview: