It is hard to build a profitable internet business at scale in India, but not impossible. Let me talk about ixigo's FY2020 performance. But first, the back story (with @rajnishkumar)

It was 2016. We had 3 Million MAUs (mostly organic) and were getting closer to 20 crores annual revenue. We were trying to raise money because we had just 12 months of burn left in the bank.
Out of many conversations, I remember one with a VC in our office who asked us our CAC-LTV ratio. TBH, we didn't track it in those days because we always made money on the first transaction itself and didn't spend a lot on customer acquisition, but I remember the look we got !
Yet another one gave us advice - "Look it's been 10 years since launch, travel is done and dusted, why don't you guys try doing something else". We felt dejected for a bit but went back to work the next day - not the first or last time we would face rejections.
I met @shaileshlakhani (after many years) at an Unpluggd event in Bengaluru in early 2016, and we sat down to chat about ixigo. He was the first investor we met in a long time who saw us not for who we were but for who we could become.
We had crazy traffic growth and we were the world's first meta-search with a loyalty programme of its own, but our monetization from all that traffic wasn't that great, and we couldn't hand-hold the customer as he/she transacted.
So we came up with ixibook. Long before any global meta peer did it, we painstakingly integrated the direct-booking capability of all major OTAs in India to build a marketplace for comparison+transactions+loyalty on our own platform in mid-2016. Our first big pivot.
After closing our $15 Mn Series B in 2017 we also made our popular train utility app transactional by signing up as an official B2C ticketing app with IRCTC. The result ?
FY2017: 22 crores revenue. FY2018: 67 crores revenue.
3x growth in a year. Something was working !
FY2019 with Jio's upsurge was a year of boom for online travel and aviation, and as we crossed 15 Mn MAUs, we decided to push the pedal harder. We spent more money on marketing and discounts and finished FY2019 with 113 crore revenue (1.7x YoY growth), but there were 3 problems.
1. The customer experience we were offering as a marketplace wasn't that great. Since we couldn't control the payment and ticket issuance step, there would be lot of customer issues we were unable to solve without our OTA partners.
2. We started burning more money on marketing and cashbacks. It felt OK because everyone else was doing that too, and it was the Unicorn playbook. We made a loss of 40 crores each in FY2018 and FY2019 but we felt it was the price to grow 2x YoY.
3. The third problem was the biggest one. By early 2019 Jet Airways was failing and oil prices had started moving up. 15% aviation supply disappeared overnight and fares went sky high. It was becoming harder to keep growing at 100% YoY.
To make matters worse, our fundraise discussions for Series C weren't really yielding the desired outcomes. We were staring at a choice of either running out of cash again or turning the company around.
In mid-2019 we took 3 transformational decisions:
1. Instead of discounting, focus on organic and product-innovation led growth (our original mojo)
2. Become a full-blown OTA and build our own customer experience grounds up.
3. Get back to the frugal mindset we began with.
In a record time for 4 months the audacious ixigo team transitioned our business from a meta-marketplace (ads / leadgen) to an OTA with full blown transactions, payment, billing, supplier integrations, customer support and distribution capabilities to power other partners too.
Some of the AI features such as TARA that we had built came in handy too as we didnt need to hire several hundred people in our call centers overnight. Our bot was answering over 80% queries from the day it went live.
We cut verticals and focused only on flights, trains and buses and went back to our core strengths of product improvements, growth hacking and finding ingenious and inexpensive ways to market with home-grown videos that would go viral.
We also started tracking every rupee of spend, margin and income every single day (Recommend all founders track a daily P&L and cash MIS).
The revenue was climbing and the costs were stable.
2020 JFM Quarter, we touched nearly 30 million monthly active users, and we also had our first fully profitable quarter. None of this possible without the ixigems putting in 12-15 hours a day!
FY2020 ixigo Results:
153 crores Net Revenue (35% YoY growth)
5.4 crores EBITDA Loss (87% Profitability Improvement)
Cash-flow Positive
You may be wondering how we are doing in FY2021 ?
The "how we survived COVID" story is for some other day. But tomorrow, a big announcement coming ...
PS: we did all this with a 150 member team 🙂

More from Business

Introducing "The Balloon Effect"

Many businesses & creators have experienced a similar pattern of success.

From @MrBeastYT and @MorningBrew to @oatly and @Rovio.

Let's break down what "The Balloon Effect" is and examples of it in real life.

Keep reading 👇


1/ What is "The Balloon Effect"?

It is a particular pattern of growth.

It is not Instagram's growth trajectory.

It is not
https://t.co/5axsTUKek6's growth trajectory.

"The Balloon Effect" is defined by several years of hard work & grit complemented by slow, linear growth.

2/ And then one day, one month, or one quarter...everything changes.

A business hits a tipping point and its trajectory shifts entirely.

Gradual growth turns to exponential growth & your brand and your size explode.

Like a step function.

3/ Now, you're probably wondering.

Why is it called "The Balloon Effect"?

Because filling/popping a water balloon follows the exact pattern I just described (and so many businesses experience).

Long unsexy slog 👉 Exponential tipping point.

4/ Initially, you turn on the faucet & water takes up space in the empty balloon.

Through effort you open the faucet, yet the results are unexciting.

But it's what must be done for water (or growth) to happen at all.

It's not sexy, but it's necessary.
Should we go into the details of these 125 years?


SA is built on the exploitation of labour. That labour has functioned on alcohol unfortunately. Very few people consume liquor purely for enjoyment unfortunately. When SAB opened its doors 1895 workers were paid in alcohol- the dop/tot system. 2 years into SAB's establishment

The Prohibition Act is introduced. This means black people are barred from buying your wines, beer etc. So SAB's products are exclusively for white people. But during this period beer brewing by Black women is the norm. Ayinxilisi ncam ke this type of beer. Apparently it had some

Nutritious elements to it. Now some of the context around drinking culture during this time is migrant labour to the mines, further land dispossession, the Anglo-Boer Wars, Rhodes corruption (our first state capture commission if you will) which leads to his resignation.

This context plays a role in how our cities and small towns are constructed, how they lead to the confinement and surveillance yabantu. Traditional beer brewing is identified as a threat because buy now mining bosses have identified that there's money to be made here.
There are 100s of threads on building and running startups.

Here are 10 that are pure gold:

Fund-raising is hard for all of us.

@justinkan shares some unique insights on how to do it well.


We rarely hear honest reflections from founders on what they messed up.

@apartovi shares his reflections on a deal that went wrong with Steve Jobs.


Some gems in this thread by @agazdecki on a wide variety of founder


shares some solid principles learned from building a multi-billion dollar business.

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The first ever world map was sketched thousands of years ago by Indian saint
“Ramanujacharya” who simply translated the following verse from Mahabharat and gave the world its real face

In Mahabharat,it is described how 'Maharishi Ved Vyasa' gave away his divine vision to Sanjay


Dhritarashtra's charioteer so that he could describe him the events of the upcoming war.

But, even before questions of war could begin, Dhritarashtra asked him to describe how the world looks like from space.

This is how he described the face of the world:

सुदर्शनं प्रवक्ष्यामि द्वीपं तु कुरुनन्दन। परिमण्डलो महाराज द्वीपोऽसौ चक्रसंस्थितः॥
यथा हि पुरुषः पश्येदादर्शे मुखमात्मनः। एवं सुदर्शनद्वीपो दृश्यते चन्द्रमण्डले॥ द्विरंशे पिप्पलस्तत्र द्विरंशे च शशो महान्।

—वेद व्यास, भीष्म पर्व, महाभारत


Meaning:-

हे कुरुनन्दन ! सुदर्शन नामक यह द्वीप चक्र की भाँति गोलाकार स्थित है, जैसे पुरुष दर्पण में अपना मुख देखता है, उसी प्रकार यह द्वीप चन्द्रमण्डल में दिखायी देता है। इसके दो अंशो मे पीपल और दो अंशो मे विशाल शश (खरगोश) दिखायी देता है।


Meaning: "Just like a man sees his face in the mirror, so does the Earth appears in the Universe. In the first part you see leaves of the Peepal Tree, and in the next part you see a Rabbit."

Based on this shloka, Saint Ramanujacharya sketched out the map, but the world laughed
1/“What would need to be true for you to….X”

Why is this the most powerful question you can ask when attempting to reach an agreement with another human being or organization?

A thread, co-written by @deanmbrody:


2/ First, “X” could be lots of things. Examples: What would need to be true for you to

- “Feel it's in our best interest for me to be CMO"
- “Feel that we’re in a good place as a company”
- “Feel that we’re on the same page”
- “Feel that we both got what we wanted from this deal

3/ Normally, we aren’t that direct. Example from startup/VC land:

Founders leave VC meetings thinking that every VC will invest, but they rarely do.

Worse over, the founders don’t know what they need to do in order to be fundable.

4/ So why should you ask the magic Q?

To get clarity.

You want to know where you stand, and what it takes to get what you want in a way that also gets them what they want.

It also holds them (mentally) accountable once the thing they need becomes true.

5/ Staying in the context of soliciting investors, the question is “what would need to be true for you to want to invest (or partner with us on this journey, etc)?”

Multiple responses to this question are likely to deliver a positive result.
IMPORTANCE, ADVANTAGES AND CHARACTERISTICS OF BHAGWAT PURAN

It was Ved Vyas who edited the eighteen thousand shlokas of Bhagwat. This book destroys all your sins. It has twelve parts which are like kalpvraksh.

In the first skandh, the importance of Vedvyas


and characters of Pandavas are described by the dialogues between Suutji and Shaunakji. Then there is the story of Parikshit.
Next there is a Brahm Narad dialogue describing the avtaar of Bhagwan. Then the characteristics of Puraan are mentioned.

It also discusses the evolution of universe.(
https://t.co/2aK1AZSC79 )

Next is the portrayal of Vidur and his dialogue with Maitreyji. Then there is a mention of Creation of universe by Brahma and the preachings of Sankhya by Kapil Muni.


In the next section we find the portrayal of Sati, Dhruv, Pruthu, and the story of ancient King, Bahirshi.
In the next section we find the character of King Priyavrat and his sons, different types of loks in this universe, and description of Narak. ( https://t.co/gmDTkLktKS )


In the sixth part we find the portrayal of Ajaamil ( https://t.co/LdVSSNspa2 ), Daksh and the birth of Marudgans( https://t.co/tecNidVckj )

In the seventh section we find the story of Prahlad and the description of Varnashram dharma. This section is based on karma vaasna.