All posts by Mukund Mohan

My discipline will beat your intellect

An operational guide to CoD for eCommerce companies in India

This article appeared earlier on Pluggd.inhttp://www.pluggd.in/an-operational-guide-to-cod-for-ecommerce-companies-in-india-297/ as a guest post

Many eCommerce companies offer Cash on Delivery (CoD) to their customers as a mechanism to pay for products purchased online. Since the number of credit card holders in India is fairly small, and Indians tend to pay cash for most items, this seems like an excellent option to reduce the friction for customers to purchase.

The other benefit to customers is that they can actually ensure that the merchandise arrives before they pay for it, instead of paying for it upfront and not knowing when it will actually be delivered. Of the 6500+ eCommerce companies in India, less than 5% offer CoD as a payment option. So if it’s hailed as the savior of eCommerce , why are more companies not adopting it?

First it costs more. The two major companies, Blue Dart and Aramex charge a transaction fee (about INR 50) plus a percentage of the amount (about 1 to 2%) collected. Customers are not necessarily willing to pay more because they are paying by cash so this eats into the merchant’s margins. Although the fees are similar to credit card transaction fees, payments from them are much faster to the merchant.

Second the return rates (across all eCommerce companies) for merchandise is about 40%, according to Blue Dart. This may vary for certain companies (Some companies have undocumented claims of 15% returns, whereas others claim to have 60% non acceptance).  So if a small merchant (doing 100 transactions a day), about 30% through CoD  (30 TX/day), and their returns are at 40%, then INR 1200 is lost daily. The courier company charges an extra INR 50 to 100 as return fees to ship merchandise back.

Finally, when customers use the CoD option they don’t place a firm order. They indicate intent to purchase the item. So there’s no fallback for the merchant if the product is not accepted. Reasons for not accepting have been many including, “changed my mind”, “wife did not approve purchase” or “did not have cash when the courier arrived” or “found a cheaper price elsewhere”, usually offline.

Still it’s a very interesting option for many vendors who are tackling each of these issues with small innovations of their own.

For e.g. some vendors call customers after they place a CoD order to ensure they actually want to purchase product. Some even charge CoD customers a small transaction fee.

There are 3 vendors who have already started to report users who do not accept orders to a credit reporting agency (one is maintaining their own database and refuse to ship to customers who return goods after placing a CoD order). They have had limited success so far they claim, because the unique key to connect users tends to be missing, but they are using the user’s name and address pair as the  combination to track errant customers.

Other innovations include using their own local courier personnel in major metros to reduce transaction costs.

Although the number or merchants offering CoD is fairly small, given the opportunity (especially in tier 2 cities) I expect a lot more merchants to innovate further to reduce returns. This would make CoD as a viable payment option for merchants and a safe one for consumers.

Why I think Groupon will be an extremely successful IPO

Many suggestions and analysis on Groupon’s IPO filing. Interesting points, and I think they hit many of the key questions that any knowledgeable person reading the S1 should have. Lets look at it from 3 different perspectives a) potential investor b) customer and c) merchant.

First, I predict Groupon’s IPO will be great to awesome. They will be easily oversubscribed and may even get a decent 50-60% pop when they list.
1. Groupon will be going on a roadshow and will give institutional investors a clear picture of their business. Many of the things they will say will be what they mentioned in the S1, but they will have a lot more other metrics and perspectives which companies dont share in the S1 filing. The institutional investors looking to make money have few other options right now. There’s a supply constraint on good growth companies. Groupon is a good option. Retail investors dont matter a whole lot when the IPO is out.
2. Customers may get “deal fatigue” as much as they get fatigue from going to cut their hair every 3-4 weeks or going out to eat daily. E.g. Of the 83 Million Groupon email subscribers, approx 3-4 million are in SF. The average # of groupon’s sold is 494 per deal, so the conversion rate required is hardly something to get worried about. I dont know anyone that does not like 50% off something they are going to need anyway.
3. Groupon does not make sense for many merchants. Especially those that sell products or those who dont have perishable services with high fixed costs. Ask the airlines. After they load the plane with the min number of people to break even on the flight, every other passenger on the plane is profit. They have fixed costs of running the plane, which includes fuel, crew etc. If the plane leaves the airport and is 50% full, that means 50% seats have no revenue opportunity. Even getting $1 on those seats is better than no revenue. 
Finally I believe Groupon is right to invest in the future and build solid “moats” around their business. There’s not much of a barrier to entry right now, but with the right investment, it could be very difficult for any competitor to hire, manage and build a salesforce that’s as large as Groupon’s as an example.
The short term loss in profit is a temporary blip. As Amazon.

Why “Apply with LinkedIn” will be well accepted among HR managers

<This post first appeared on pluggd.in on June 2, 2011>

Title and resume inflation are the bane of most recruiters and hiring managers. Although it is an universally accepted fact that most candidates “lie somewhat” or “lie a lot” on their resume, its extremely difficult to sift the “blatant lie” from the “exaggerated lie”. 

Which is why I am very positive on LinkedIn’s new announcement (link). They are offering a plug-in for employer websites called “Apply with LinkedIn”, which will allow job candidates to apply for available positions using their LinkedIn profiles as resumes. 

Having a public, open profile with correct titles (still sometimes inflated) which your coworkers and HR professionals within your organization can view, leaves little room for misrepresentations.

I dont think this will remove the need for resumes, though since we still need a list of detailed accomplishments, which most people won’t post on LinkedIn. Many of these accomplishments will be company confidential in nature, which company officials will not be comfortable with candidates publishing online.

As an example, if a Marketing manager at a company says on their LinkedIn profile, she improved conversion rates by 23%, with publicly available information any competitor can determine the company’s (private) revenues and customer conversions.

Brings me to a question though:

If these detailed accomplishments are “company confidential” in the first place, why would companies allow for those to be on resumes? Is it only because companies cannot (or are not able to) review all their employee’s resumes?

How To Negotiate With An Investor To Move Quickly

I was speaking at a start-up event on Saturday when an entrepreneur came up after the event to talk to me about ‘how slowly investors move.’ He had been in discussions with three investors and although the time invested was about 40 hours, the elapsed time was close to four months. There was still no term sheet available. The investors had expressed an interest to participate but they were not ready to pull the trigger. In short, there’s no pressing need for the investors to move quickly was what I learnt from my discussion with him. The solution is to create a sense of urgency.

In sales, we often call this creating a ‘compelling event.’ When doing deals with customers, most sales professionals realise that customers have both time and money on their hands. So, customers move quickly if there is a trigger event by when a decision needs to be made. Here are some examples of driving a compelling event in sales.

a) Expiration of certain discounts which will not apply beyond a certain date. This may include promotional offers or freebies, which will no longer be available after that date.
b) Resource non-availability to implement the solution by a certain date, since other customers may sign up early.
c) Competitive advantage for the customer by a certain date. They may be the first to procure the solution and hence, gain the benefits earlier than their competitors.

The same strategies work well with investors as well. Keep in mind that the key emotional motivators of investors are greed, fear and herd instinct. Use these to level the playing field and help move your deal faster.
Using greed: If your true valuation, as expressed by recent competitive deals, is X, offer a 10-15 per cent discount on X as your valuation if the deal gets done quickly. Savvy investors know the ‘market value’ of companies and if they see a potential ‘steal’, they will move quickly.

Using fear: Creating competition among investors (make sure you really have competition for the deal, else it backfires on you) usually works well for both higher valuations and for moving quickly.

Using herd mentality: This is mostly not in your control, but you can leverage this as well. If e-commerce deals are the flavour of the month, most investors want ‘one of those’ in their portfolio. The other way to leverage this is to let investors know who the others are who have committed and when the train leaves the station (i.e. when you are closing the round).

Finally, thanks to my investor friends Rajesh Rai and Anuradha Ramachandran for helping me refine these thoughts.

Five Thoughts On Tech Angel Investing In India

We (my wife and I) have reviewed 57 start-up ideas by budding Indian entrepreneurs over the last six months who are looking for angel investment. While 35 per cent of them (the highest number) were related to education, 24 per cent were in services (marketing, IT, security) and 17 per cent were e-commerce ventures specific to India. The source of our deals was VCCircle events (11), NASSCOM regional meetings (9), Morpheus demo day (7) and the rest happened to be introductions from friends and other entrepreneurs. We ended up with five term sheets and two investments. The reason we invested in only two was a combination of our interests (we don’t like services companies, have little knowledge about the education vertical and so on) and valuation concerns.

Before that we were LP’s in Zodiac Ventures (USA) and another venture fund, which is now defunct.

However, here are some overall patterns and some pointers to entrepreneurs on how to obtain angel investment in India. These do not apply to all angel investors, though, but we think that these criteria are important.

Show The Short-Term Roadmap

We prefer to review 30/60/90-day business plans rather than five-year projections. Show us exactly how you are going to use the money to reach the milestone you have promised (whether it is shipping product, paying customer or hiring team).

Clarify Your USP
Think about what makes your business unique. Indian entrepreneurs spend very little time trying to be different. The theory I have heard multiple times is: The market is very large and I just have to fulfil the demand.

That you have a unique website name is not good enough differentiation. We reviewed four e-commerce companies that all showed the same – 100 transactions per day at the end of the year, 1,300 per day at the end of the third year and over 10,000 at the end of the fifth year. They were all different e-commerce companies – one is in the mom-baby space, another is in apparel and the third in in travel (hotels).

Will Angel Investors Help?
Ask if the angel investor would help syndicate your deal. Most companies we looked at were looking to raise between Rs 20 and Rs 40 lakh. We have no problem writing a quick (1-2 week) Rs 20 lakh cheque, but at Rs 40 lakh, the due diligence and legal processes become more arduous.

Get To Know Your Investors
It is mandatory before you take money from them. Much as you would like to get funded quickly, focus on execution and grow your business, it is important to get the right investors on board. Four companies that I know have suffered slow, painful growth because they have investors who were more interested in capital preservation and removing risk, rather than gunning for growth. I would recommend at least 3-4 meetings (most of these should last about 45 minutes) with your investors before you close the round.

This is more important in India than anywhere else, since investors tend to have multiple options for their money and most of these opportunities promise lucrative returns. But in case your investor has unrealistic return expectations, move on.

Follow up with personalised e-mail

We had three promising start-ups that we did not hear back from within the first week of meeting them. We did hear from them much later, but by that time, we had forgotten about them altogether. Sending a cut-and-paste generic e-mail cannot help one unless the communication is prompt and personalised.

Even if your e-mail follow-up boils down to 4-5 sentences with specific mention of the conversation with the investors, it is more valuable than a generic 4-5 paragraph message.

It took 9 years for Paul Valthaty to become an overnight star

If you have been following cricket, there’s a new star in town: Paul Valthaty. After 2 tremendous innings with the Punjab Kings XI, his stock has risen several fold.


An immensely talented batsman from his teenage days, Valthaty saw some of his best years go by after suffering a career-threatening eye-injury in the U-19 World Cup in 2002.”

Rising like a phoenix, Valthaty with his firing batting display has topped the list leaving behind legendary Sachin Tendulkar.

For close to 9 years he stayed in the sidelines, perfecting his art and working hard on his game.

For many more in the sidelines, he is hope that perseverance pays off.

The best way to be successful is to get lucky. To get lucky, never give up.

Is everything really better “social”?

Read a very timely post from zillow on 6 common mistakes made by home sellers. There’s a particular piece that I found very interesting:


 Yet, many people just hire someone based on one friend’s recommendation and wind up frustrated during the process.”

Here is a conflicting piece from Search Engine Watch.  

The recommendations of our friends and colleagues have always been one of the most influential drivers of sales.”

So, if you are like most other people, which one do you really believe?

There’s reason to doubt the Zillow piece, since they are a vendor in the space and its in their best interest to suggest you interview 3 real estate agents (they probably get a lead referral from the real estate agents).

There’s also reason to doubt Search Engine watch, since they have reason to promote more social media usage overall. 

Either way, the question is “What is the impact of a friend / colleague opinion on your purchases”?

The answer probably depends on the friend, what you are trying to buy and how relevant that friend’s opinion is on the item you are trying to buy.

Over the last 4 years, I have used facebook fairly extensively and primarily for keeping up with friends and colleagues. I rarely use LinkedIn and dont find any real value from it.

I still use the phone (primarily text message) or email, though when I want recommendations from the same friends I am on facebook with.

So yes, I am socially connected, but most of what I am trying to buy cant be published. For two reasons

a) I dont like to have an immediate list of twitter followers immediately call or send me a message offering their services

b) I feel I get more balanced opinions (less flowery, with many caveats) when I communicate one-one.

But really, is everything really better social?

The “real” count of total active Internet users in India

IAMAI along with IMRB just completed a Digital Commerce report for India. Some highlights:

1. Total number of users in India (claimed by TRAI) = 81 Million
2. Total number of users active (once a year, this is a guess) = 52 Million
3. Total number of active users (once a month, per report above) = 17.5 Million
4. Total users who have claimed to have bought something online (per report above) = 7.4 Million
5. Total users who have (Caris report, Sandeep Aggarwal ) transacted online = 18% of 52M = 9.36 Million
6. Total broadband users in India according to TRAI = 12 Million (I presume this is home users, not office)
7. Total number of users with broadband data card (According to social analytics company Vangal) = 3.2 Million
8. Number of active mobile Internet users (according to Juxt Consult)  = 15 Million
Conflicting numbers from Google.
9. 40 Million users access broadband Internet from work
10. 30 Million users access Internet from CyberCafe
11. Consistent with 11 Million users with broadband from home
12. 40 Million users access Internet from mobile phones
If we assume more than 1 person users Internet from home and only 1 person uses a data card, there are at least 20 Million active users of the Internet from PC’s. Including about 20 Million active mobile GPRS users, accounting for 55% of them to be dual users (Both PC and mobile), there are a total of 30 Million active Internet users in India.

Update: There are 16-20 Million facebook users with India as their primary country (in profile). Source: Indus.

The 3 best tactics of relationship selling used by smart technical entrepreneurs

The # 1 thing I like to tell most technical founders and entrepreneurs who want to learn how to sell is to “build strong relationships“. This usually leads to the question – “How do we do that?”.

Rather than focus on the strategy and the benefits of building relationships alone, I’ll outline the top 3 tactics I use to build relationships with potential clients.
1. Sell yourself as an individual first. A novice sells the product or service they are building and focus purely on the benefits and features of the offering. A smart relationship sales person realizes that the old pithy “People buy from people they like and trust” is true. They sell their background, experience, vision, knowledge and track record first. When you are with a prospective customer, talk about the context of how your product helps them. Give them your personal background of how you have seen the solution help others.
The best sales people sell themselves first and get the customer to buy into them instead of what they are selling.

2. Tell customer stories and provide examples. I believe every statement or question a client has should begin with a short answer to the specific question, but immediately by the phrase “Let me give you an example. One of our customers…” If you do not have existing customers to provide examples, provide examples of how customers might use the offering to their benefit.
3. Adding value beyond the transaction. Every person buying understands that the sales person needs to sell their offering. Every buyer, though has a lot more “problems”, “issues” and “opportunities” besides the solution the sales person provides. The best way to build lasting relationships is to help others on things that are outside of your scope of the transaction. Here are some examples:
a) If you learn of new opportunities (employment or contract) that are available to your prospect, from talking to other clients, let them know about those.
b) If you attended a new conference or seminar and have written down the top takeaways from that conference which you believe might be useful to that client, share it with them.
c) If you hear about new tools, web services or blogs and books that helps your client, even though its not what your company does, let your prospect know about them.
d) If your prospect can benefit from introductions to other people in your network, make those connections. Even if you get no immediate benefit from those introductions, the trust it creates is enormous.
e) If you attend a seminar and get some great giveaways (such as logo t-shirts, bags, schwag etc), offer them to your prospect.
The benefit of selling yourself first is that even if what you are selling is deficient (product has missing features, pricing is higher than competition, etc), the customer will work with you to fix those “issues”.

Startup sales people are not responsible for revenue, but for payroll

In a large company, sales professionals, each have a quota to achieve each quarter (some monthly). The way their compensation is structured, nearly 60-70% of their total take home pay (On target earnings or OTE) is base and the rest is commission. For startups its usually 50% base and 50% commission if bootstrapped and 70% base, 30% commission if funded.

In larger companies since multiple sales people report to a manger, the manager’s quota (or target) is a combination of the individual sales reps times an achievement factor (usually less than 0.6 or 0.7). This ensures that even if 60-70% of the sales people meet their quota, the manager meets his overall quota.
Even if 30% of the sales people dont hit their target, the company might hit their quarterly revenue goals.
In a startup even if ONE sales person misses their target, the company, usually misses payroll.

Startup sales people are not responsible for revenue, they are responsible for payroll in most cases.
Startup sales people are evangelists, hustlers and relationship builders all in one.
If you find one of these sales people, dont ever let them go.