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WeWork chief executive officer Adam Neumann is already rich, but soon all of the early employees and investors of the co-working giant will be too.
The business, now known as The We Company, has accelerated its plans to go public, according to a new report from The Wall Street Journal. WeWork is expected to unveil is S-1 filing next month ahead of a September initial public offering.
WeWork declined to provide comment for this story.
The New York-based company, valued at $47 billion earlier this year, has long been rumored to be plotting a massive IPO. The WSJ reports it’s now in the process of meeting with Wall Street banks to secure an asset-backed loan upwards of $6 billion in what could be an effort to downsize its upcoming stock offering. WeWork disclosed massive 2018 net losses of $1.9 billion in March on revenue of $1.8 billion. To convince Wall Street it’s a business worthy of their investment will be a challenge, to say the least. Seeking capital elsewhere ahead of the IPO manages expectations and ensures WeWork ultimately has the cash it needs to continue its global expansion. Here’s a look at WeWork’s expanding revenues and losses:
WeWork has raised a total of $8.4 billion in a combination of debt and equity funding since it was founded in 2011. Its IPO is poised to become the second largest offering of the year behind only Uber, which was valued at $82.4 billion following its May IPO on the New York Stock Exchange.
WeWork is said to have initially filed paperwork with the U.S. Securities and Exchange Commission for an IPO in December, in part so it was ready to hit the public markets if other avenues for cash fell through. The business is one of several tech unicorns to attract billions from the SoftBank Vision Fund. Recently, the Japanese telecom giant eyed a majority stake in the company worth $16 billion, but scaled back their investment down to $2 billion at the last minute.
WeWork, despite mounting losses, is growing — fast. The company established a 90% occupancy rate in 2018 as membership totals rose 116%, to 401,000.
Still, whether WeWork, backed by SoftBank, Benchmark, T. Rowe Price, Fidelity and Goldman Sachs, will be able to match its $47 billion valuation when it goes public this fall is questionable. Early investors will be sure to see a nice return, but late-stage investors may be nervous about their prospects.
Neumann, for his part, has reportedly cashed out of more than $700 million from his company ahead of the IPO. The size and timing of the payouts, made through a mix of stock sales and loans secured by his equity in the company, is unusual, considering that founders typically wait until after a company holds its public offering to liquidate their holdings.
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Digital health startups seem to be struggling to the point of failure. Many insights into why have addressed how technology’s traditional model of quickly putting out a minimum viable product then finding useful applications and business models isn’t working. The model might work in the general technology startup space, but it rarely goes well in the complex world of healthcare. Dr. Paul Yock, a cardiologist and founder of the Byers Center for Biodesign at Stanford University, built his brainchild program on one philosophy to help healthcare startups: need-based innovation.
Need-based innovation is a process in which problems are identified and sorted based on impact and opportunity. Once the top problem has been selected, solutions and commercialization are approached.
While I completely agree with need-based innovation, our healthcare system is set up to discourage all forms of innovation right now. We also must tackle changing the ecosystem that healthcare startups need to navigate. As a physician-innovator, I have experienced how institutional policies, hierarchical and administrator-driven systems and pilot program dynamics are creating a stunted ecosystem that is not reaching its full potential.
When approaching any stakeholder a health startup usually works with — an advisor, a healthcare system, a pilot site — the wheel often needs to be reinvented. The entrepreneur is faced with a time-consuming and costly disadvantage that frequently forces them to enter deals that hurt them. The deals also counter-intuitively hurt the stakeholder that they are bringing on board because the technologies and companies on which they are counting are set up to fail. There needs to be a clear set of rules for everyone to play by to accelerate growth, with the philosophy that “a rising tide lifts all boats.”
These are the most crushing challenges of the current ecosystem that need a hard look and innovation themselves before healthcare startups can deliver.
Many healthcare startups are born during a founder’s time at a healthcare or educational institution. The institution promises to foster the innovation and make the nuances of the legal landscape easier. However, institutional innovation policies are not optimized to foster innovation, but rather to maximize ownership and financial returns. Most policies will require all filed patents to run through a “Tech Transfer Office,” which is assumed to provide value by performing Freedom to Operate searches and helping file for provisional patents.
Unfortunately, in today’s world of software, patents are somewhat less valuable and relevant than they once were. If any IP is filed, the institution will claim ownership and will consider licensing it to the inventor for a royalty agreement. Sometimes, if the institution does not believe in the ability of the inventor to carry the IP forward to commercialization, they will even cut them out entirely from the agreement.
An additional approach that is becoming more common within innovation policies is an equity stake in any companies started by an institutional employee, regardless of the existence of IP or whether the institution was interested in it. All of the above scenarios obviously take more from the healthcare startup than they give before an innovator even has time to blink.
Why are these policies designed this way? Part of the problem stems from stakeholders confusing medical technology with biotechnology (aka pharma). The innovation pathway within biotech is very well-defined, with established business models, established precedent and understandable risk profiles. It is quite common for drug discovery to start in the academic setting. Investors, boards and executive teams are accustomed to this model and can plan accordingly. Licensing patents and collecting a royalty on biotech sales is a market norm.
When it comes to early-stage technology companies, their challenges and early development are drastically different. The two critical resources an early-stage company has are cash and time. The goal is to unlock additional capital with product-market fit, and these companies need maximum flexibility to be able to move quickly to find it. Unfortunately, investors see the healthcare space as complex and high risk, which is true. So these startups face fundraising challenges for the space they are in, as well as unnecessary additional hurdles from the home institutions, increasing the likelihood of scaring away already skittish investors.
Startups are often completely dependent on partnerships or deals with larger healthcare organizations in order to grow and survive. These deals often start with a pilot. Unfortunately, the dynamic between giant healthcare institutions and tiny idealistic startups for pilots is not actually set up to be mutually beneficial.
In this scenario, healthcare systems have nothing to lose, orders of magnitude more resources and seemingly infinite amounts of time. Their incentive is to differentiate and “own” unique technologies so their competitors cannot get their hands on them. This is where startups often and understandably can make a big mistake — they believe the partner brings more value to the table than they do. For example, just having a pilot, even if it’s unpaid, with a major institution seems like it could help win over investors or additional customers. This leads to a spiral of events that frequently ends in sending startups into a trajectory toward failure (aka death by pilots).
We need innovators and administrators to come together and agree on common standards and rules to make the process more efficient, fair and effective.
Due to the lack of urgency and the intense bureaucracy, the sales cycle is long, sometimes one to two years, often lasting longer than startups have cash left to burn. Second, as mentioned, the pilot is frequently unpaid, or I have seen situations where an institution will even charge a startup for a pilot, leading to less cash and equity, which is already in short supply. Finally, onerous terms are often instituted, in which companies agree to unnecessary exclusivity or impossible goals. This doesn’t even take into consideration the challenges around deployment with HIPAA, security concerns and data sharing.
The ultimate result is that healthcare institutions that want to add value to their system by improving outcomes and decreasing costs will often doom the very technologies they believe are worthwhile. This dynamic is so well-established that many investors, even those well-versed in healthcare, will refuse to invest in institutional-oriented technology companies. My company, Osso VR, has had representatives of hospital systems approach us saying, “Don’t work with us. It will kill your company.”
What if innovation policies were designed so that instead of focusing on what they can take from their spin-out companies, they focus on what value they can add? Stanford’s StartX accelerator program has a model where they commit to investing in 10% of any round a company raises after they leave the program, but it’s up to the company to choose whether or not they want StartX to participate. Unsurprisingly, almost all companies take advantage of the investment offer. These incentives help companies succeed and allow StartX to share in that success.
We need innovators and administrators to come together and agree on common standards and rules to make the process more efficient, fair and effective. One example we might follow is from Y Combinator. Raising money used to be expensive due to the amount of confusing legal documents required and corresponding legal fees. The time and expense could sometimes cause a deal to fall through, or a company would run out of money.
Its SAFE note investment document solves accounting difficulties and challenges around early-stage investment. This document has been validated by founders and investors, allowing entrepreneurs to raise money with little to no legal fees and a turnaround time of a day or two. Organizations like the American Medical Association, AdvaMed and the Consumer Technology Association have the buy-in, validation and potential to start tackling these processes. Standards could be set for protected innovation time, structured innovation positions and fellowships for organizational employees, and deal templates and best practices to shorten sales cycles and avoid onerous terms.
These problems are large, endemic and complex, but I am optimistic we can begin to work together to solve them to maximize our common interest: increasing the value of global healthcare.
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Axis is selling its first product, the Axis Gear, on Amazon and direct from its own website, but that’s a relatively recent development for the four-year-old company. The idea for Gear, which is a $249.00 ($179.00 as of this writing thanks to a sale) aftermarket conversion gadget to turn almost any cord-pull blinds into automated smart blinds, actually came to co-founder and CEO Trung Pham in 2014, but development didn’t begin until early the next year, and the maxim that “hardware is hard” once again proved more than valid.
Pham, whose background is actually in business but who always had a penchant for tech and gadgets, originally set out to scratch his own itch and arrived upon the idea for his company as a result. He was actually in the market for smart blinds when he moved into his first condo in Toronto, but after all the budget got eaten up on essentials like a couch, a bed and a TV, there wasn’t much left in the bank for luxuries like smart shades — especially after he actually found out how much they cost.
“Even though I was a techie, and I wanted automated shades, I couldn’t afford it,” Pham told me in an interview. “I went to the designer and got quoted for some really nice Hunter Douglas. And they quoted me just over $1,000 a window with the motorization option. So I opted just for manual shades. A couple of months later, when it’s really hot and sunny, I’m just really noticing the heat so I go back to the designer and ask him ‘Hey can I actually get my shades motorized now, I have a little bit more money, I just want to do my living room.’ And that’s when I learned that once you have your shades installed, you actually can’t motorize them, you have to replace them with brand new shades.”
With his finance background, Pham saw an opportunity in the market that was ignored by the big legacy players, and potentially relatively easy to address with tech that wasn’t all that difficult to develop, including a relatively simple motor and the kind of wireless connectivity that’s much more readily available thanks to the smartphone component supply chain. And the market demand was there, Pham says — especially with younger homeowners spending more on their property purchases (or just renting) and having less to spare on expensive upgrades like motorized shades.
The Axis solution is relatively affordable (though its regular asking price of $249 per unit can add up, depending on how many windows you’re looking to retrofit) and also doesn’t require you to replace your entire existing shades or blinds, so long as you have the type with which the Gear is compatible (which includes quite a lot of commonly available shades). There are a couple of power options, including an AC adapter for a regular outlet, or a solar bar with back-up from AA batteries in case there’s no outlet handy.
Pham explained how in early investor meetings, he would cite Dyson as an inspiration, because that company took something that was standard and considered central to their very staid industry and just removed it altogether — specifically referring to their bagless design. He sees Axis as taking a similar approach in the smart blind market, which has too much to gain from maintaining its status quo to tackle Axis’ approach to the market. Plus, Pham notes, Axis has six patents filed and three granted for its specific technical approach.
“We want to own the idea of smart shades to the end consumer,” he told me. “And that’s where the focus really is. It’s a big opportunity, because you’re not just buying one doorbell or one thermostat – you’re buying multiple units. We have customers that buy one or two right away, come back and buy more, and we have customers that buy 20 right away. So our ability to sell volume to each household is very beneficial for us as a business.”
Which isn’t to say Axis isn’t interested in larger-scale commercial deployment — Pham says that there are “a lot of [commercial] players and hotels testing it,” and notes that they also “did a project in the U.S. with one of the largest developers in the country.” So far, however, the company is laser-focused on its consumer product and looking at commercial opportunities as they come inbound, with plans to tackle the harder work of building a proper commercial sales team. But it could afford Axis a lot of future opportunity, especially because their product can help building managers get compliant with measures like the Americans with Disabilities Act to outfit properties with the requisite amount of units featuring motorized shades.
To date, Axis has been funded entirely via angel investors, along with family and friends, and through a crowdfunding project on Indiegogo, which secured its first orders. Pham says revenue and sales, along with year-over-year growth, have all been strong so far, and that they’ve managed to ship “quite a few units so far” — though he declined to share specifics. The startup is about to close a small bridge round and then will be looking to pin down its Series A funding as it looks to expand its product line — with a focus on greater window coverings style compatibility as top priority.
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Early-stage enterprise startup founders listen up. That sound you hear is opportunity knocking. Answer the call, open the door and join us for TC Sessions: Enterprise on September 5 in San Francisco. Our day-long conference not only explores the promises and challenges of this $500 billion market, it also provides an opportunity for unparalleled exposure.
How’s that? Buy a Startup Demo Package and showcase your genius to more than 1,000 of the most influential enterprise founders, investors, movers and shakers. This event features the enterprise software world’s heaviest hitters. People like SAP CEO Bill McDermott; Aaron Levie, Box co-founder, chairman and CEO; and George Brady, executive VP in charge of technology operations at Capital One.
Demo tables are reserved for startups with less than $3 million, cost $2,000 and include four tickets to the event. We have a limited number of demo tables available, so don’t wait to introduce your startup to this very targeted audience.
The entire day is a full-on deep dive into the big challenges, hot topics and potential promise facing enterprise companies today. Forget the hype. TechCrunch editors will interview founders and leaders — established and emerging — on topics ranging from intelligent marketing automation and the cloud to machine learning and AI. You’ll hear from VCs about where they’re directing their enterprise investments.
Speaking of investors and hot topics, Jocelyn Goldfein, a managing director at Zetta Venture Partners, will join TechCrunch editors and other panelists for a discussion about the growing role of AI in enterprise software.
Check out our growing (and amazing, if we do say so ourselves) roster of speakers.
Our early-bird pricing is still in play, which means tickets cost $249 and students pay only $75. Plus, for every TC Sessions: Enterprise ticket you buy, we’ll register you for a complimentary Expo Only pass to TechCrunch Disrupt SF on October 2-4.
TC Sessions: Enterprise takes place September 5 at San Francisco’s Yerba Buena Center for the Arts. Buy a Startup Demo Package, open the door to opportunity and place your early-stage enterprise startup directly in the path of influential enterprise software founders, investors and technologists.
Looking for sponsorship opportunities? Contact our TechCrunch team to learn about the benefits associated with sponsoring TC Sessions: Enterprise 2019.
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Since the launch of its first electric scooter in 2015, Gogoro co-founder and CEO Horace Luke has frequently been asked when the startup is going to expand beyond Taiwan. In its home country, Gogoro’s two-wheel vehicles, with their distinctive swappable battery system, are now the top-selling electric scooters.
But Luke says the company has always seen itself as a platform company, with the ultimate goal of providing a turnkey solution for energy-efficient vehicles. Now with the launch of GoShare*, its new vehicle-sharing platform, and partnerships with manufacturers such as Yamaha, Gogoro is ready to go global.
Founded by Luke, HTC’s former chief innovation officer, and chief technology officer Matt Taylor in 2011, Gogoro develops most of its technology in-house, including scooter motors, telematics units, backend servers and software. GoShare’s pilot program will launch next month in Taoyuan City, where Gogoro’s research and development center is located, with the goal of expanding with partners into cities around the world over the next year, starting in Europe, Australia and Southeast Asia.
“Gogoro has always been out with a thesis that we will be a platform enabler,” Luke told Extra Crunch during an interview in the company’s Taipei City headquarters. “Now you’ve seen the transformation of the company. Doing something this big, like what Gogoro is doing, takes time.”
Since the release of Gogoro’s first Smartscooter in 2015, the company says it has become the best-selling brand of electric two-wheel vehicles in Taiwan, holding a 17 percent share of the country’s vehicle market, including gas vehicles.
Last year, the company began licensing its technology to manufacturers Yamaha, Aeon and PGO to produce scooters that run on Gogoro’s batteries and charging infrastructure. It also has a partnership with Coup, the European electric-scooter sharing startup that plans to increase its fleet to more than 5,000 scooters on the streets of Paris, Berlin, Madrid and Tübingen this year, and is seeking similar deals with other vehicle-sharing services, as well as local governments that want to reduce traffic and pollution (the GoShare pilot program is being launched in collaboration with Taoyuan City’s government).
GoShare’s platform is meant to be a “very robust and cost-effective, very worry-free solution for municipalities and entrepreneurs,” Luke says. Parts of the system can be licensed separately or packaged as a turnkey solution that can be deployed in as little as two weeks.
The company describes GoShare as a “mobility solution.” When asked if this means the platform can be used for other electric vehicles, including cars, Luke says “just think of us as batteries and a motor.”
“It’s just like computers and processing ram,” he adds. “It can be any form factor. It just happens to be that the two-wheel form factor is the one we’re working on and focusing on at the moment.”
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CircleCI launched way back in 2011 when the notion of continuous delivery was just a twinkle in most developers’ eyes, but over the years with the rise of agile, containerization and DevOps, we’ve seen the idea of continuous integration and continuous delivery (CI/CD) really begin to mainstream with developers. Today, CircleCI was rewarded with a $56 million Series D investment.
The round was led by Owl Rock Capital Partners and Next Equity. Existing investors Scale Venture Partners, Top Tier Capital, Threshold Ventures (formerly DFJ), Baseline Ventures, Industry Ventures, Heavybit and Harrison Metal Capital also participated in the round. CircleCI’s most recent funding prior to this round was a $31 million Series C last January. Today’s investment brings the total raised to $115.5 million, according to the company.
CircleCI CEO Jim Rose sees a market that’s increasingly ready for the product his company is offering. “As we’re putting more money to work, there are just more folks that are now moving away from aspiring about doing continuous delivery and really leaning into the idea of, ‘We’re a software company, we need to know how to do this well, and we need to be able to automate all the steps between the time our developers are making changes to the code until that application gets in front of the customer,’ ” Rose told TechCrunch.
Rose sees a market that’s getting ready to explode and he wants to use the runway this money provides his company to take advantage of that growth. “Now, what we’re finding is that fintech companies, insurance companies, retailers — all of the more traditional brands — are now realizing they’re in a software business as well. And they’re really trying to build out the tool sets and the expertise to be effective at that. And so the real growth in our market is still right in front of us,” he said.
As CircleCI matures and the market follows suit, a natural question following a Series D investment is when the company might go public, but Rose was not ready to commit to anything yet. “We come at it from the perspective of keeping our heads down trying to build the best business and doing right by our customers. I’m sure at some point along the journey our investors will be itching for liquidity, but as it stands right now, everyone is really [focused]. I think what we have found is that the bulk of the market is just starting to arrive,” he said.
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Mixhalo — the startup co-founded by Incubus guitarist Mike Einziger and his wife, violinist Ann Marie Simpson-Einziger — has raised $10.7 million in Series A funding.
The company’s initial goal was to bring better sound quality to concerts. Instead of hearing music blasted out of speakers, users can connect their smartphone to a network (the startup creates its own wireless channel that doesn’t rely on the venue’s potentially overloaded Wi-Fi or cell networks). Then, through their earbuds, they’ll hear the same sound mix that the musicians receive through their in-ear monitors.
Mixhalo launched two years ago at TechCrunch Disrupt NY, where Incubus and investor Pharrell Williams took the stage to play a couple of songs. The sound arrived loud and clear through my earbuds, and the experience didn’t feel too different from a normal concert.
Since then, Mixhalo has also been used at Y Combinator Demo Day and deployed on tours by Charlie Puth, Incubus and Metallica, as well as Aerosmith’s current Las Vegas residency.
And at the beginning of this year, Marc Ruxin joined as CEO. Ruxin previously led the music discovery startup TastemakerX (which was acquired by Rdio), so this is clearly an area that interests him, but he told me that he wasn’t actually eager to return to the music business. However, he was wowed by Mixhalo’s sound quality, and as he talked to Einziger (who serves as the startup’s chief creative officer), he became convinced that the technology could be used at a wide range of events and venues — conferences, sports, museums, megachurches and more.
Plus, unlike other music startups, Ruxin said the business model here seemed appealingly straightforward: “We sell enterprise software to event organizers.”
When I’ve described the idea in the past, there’s usually some skepticism about whether concertgoers really care that much about sound, and concern about whether wearing headphones diminishes the social experience.
Ruxin countered Mixhalo offers a number of benefits beyond sound quality — there’s the ability for each listener to control their own volume, and an opportunity to create unique experiences, like offering multiple mixes for a single concert, or watching one band at a festival (or one presenter at Demo Day) while listening to another via Mixhalo.
He also argued that people don’t realize how bad most concert audio is until Mixhalo gives the chance to experience something better.
“We’re definitely solving a problem in music that people don’t realize they have,” he said, comparing it to watching an old TV and thinking it was fine, until you had the chance to watch in HD: “Now, sports that’s not in HD looks crappy.”
As for the effect on the social experience, Ruxin said the idea isn’t to turn the whole event into a silent disco. Instead, Mixhalo allows the audience members to choose the experience they want. And that can change from song to song — he recalled seeing some fans listen to Mixhalo for most of a concert, then take their headphones off to sing along with the hits. Others did the opposite, wanting to get the best sound quality on their favorite songs.
Ruxin said he’s primarily focused on music and sports for now, but he’s also open to working with partners outside those areas, because the technology can be installed in, say, a Broadway musical with “no technical tweaks.”
The funding was led by Foundry Group, with participation from Sapphire Sport, Founders Fund, Defy Partners, Cowboy Ventures, Red Light Management, Another Planet Entertainment, Rick Farman and Rich Goodstone of Superfly and Charlie Walker of C3. Mixhalo has now raised a total of $15 million.
NEW YORK, NY – MAY 17: (L-R) Pharrell Williams, founder and CEO of MIXhalo Mike Einziger and TechCrunch senior writer Anthony Ha speak onstage during TechCrunch Disrupt NY 2017 – Day 3 at Pier 36 on May 17, 2017 in New York City. (Photo by Noam Galai/Getty Images for TechCrunch)
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Arrcus has a bold notion to try and take on the biggest names in networking by building a better networking management system. Today it was rewarded with a $30 million Series B investment led by Lightspeed Venture Partners.
Existing investors General Catalyst and Clear Ventures also participated. The company previously raised a seed and Series A totaling $19 million, bringing the total raised to date to $49 million, according to numbers provided by the company.
Founder and CEO Devesh Garg says the company wanted to create a product that would transform the networking industry, which has traditionally been controlled by a few companies. “The idea basically is to give you the best-in-class [networking] software with the most flexible consumption model at the lowest overall total cost of ownership. So you really as an end customer have the choice to choose best-in-class solutions,” Garg told TechCrunch.
This involves building a networking operating system called ArcOS to run the networking environment. For now, that means working with manufacturers of white-box solutions and offering some combination of hardware and software, depending on what the customer requires. Garg says that players at the top of the market like Cisco, Arista and Juniper tend to keep their technical specifications to themselves, making it impossible to integrate ArcOS with those companies at this time, but he sees room for a company like Arrcus .
“Fundamentally, this is a very large marketplace that’s controlled by two or three incumbents, and when you have lack of competition you get all of the traditional bad behavior that comes along with that, including muted innovation, rigidity in terms of the solutions that are provided and these legacy procurement models, where there’s not much flexibility with artificially high pricing,” he explained.
The company hopes to fundamentally change the current system with its solutions, taking advantage of unbranded hardware that offers a similar experience but can run the Arrcus software. “Think of them as white-box manufacturers of switches and routers. Oftentimes, they come from Taiwan, where they’re unbranded, but it’s effectively the same components that are used in the same systems that are used by the [incumbents],” he said.
The approach seems to be working, as the company has grown to 50 employees since it launched in 2016. Garg says that he expects to double that number in the next six-nine months with the new funding. Currently the company has double-digit paying customers and more than 20 in various stages of proofs of concepts, he said.
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Since co-founding Heap, CEO Matin Movassate has been saying that he wants to take on the analytics incumbents. Today, he’s got more money to fund that challenge, with the announcement that Heap has raised $55 million in Series C funding.
Movassate (pictured above) previously worked as a product manager at Facebook, and when I interviewed him after the startup’s Series B, he recalled the circuitous process normally required to collect and analyze user data. In contrast, Heap automatically collects data on user activity — the goal is to capture literally everything — and makes it available in a self-serve way, with no additional code required to answer new queries.
The company says it now has more than 6,000 customers, including Twilio, AppNexus, Harry’s, WeWork and Microsoft.
With this new funding, Heap has raised a total of $95.2 million. The plan is to fund international growth, as well as expand the product, engineering and go-to-market teams.
The Series C was led by NewView Capital, with participation from new DTCP, Maverick Ventures, Triangle Peak Partners, Alliance Bernstein Private Credit Investors, Sharespost and existing investors (NEA, Menlo Ventures, Initialized Capital and Pear VC). NewView founder and managing partner Ravi Viswanathan is joining the startup’s board of directors.
“Heap offers an innovative approach to automating a company’s analytics, enabling a variety of teams within an organization to obtain the data they need to make educated and, ultimately, smarter decisions,” Viswanathan said in a statement. “We are excited to team up with Heap, as they continue to develop their cutting edge software, expand their analytics automation offerings and help serve their growing numbers of customers.”
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Customer reviews play a key role in helping people decide what to buy on consumer-focused marketplaces like Amazon or app stores, and the same tendency exists in the B2B world, where nearly half a trillion dollars is spent annually on software and IT purchases. TrustRadius, one of the startups capitalising on the latter trend, with total feedback sessions today standing at close to 190,000 reviews, has now picked up a Series C of $12.5 million led by Next Coast Ventures, with existing investors Mayfield Fund and LiveOak Ventures also participating.
The funding, which brings the total raised by TrustRadius to $25 million (modest compared to some of its competitors), will be used to build more partnerships and use cases for its reviews, as well as continue expanding that total number of users providing feedback.
In addition to its main site — which goes up against a huge number of other online software comparison services like TrustPilot, G2 Crowd, Owler and many others — TrustRadius is already working with vendors like LogMeIn, Tibco and more (including a number of huge IT companies that have asked not to be named).
TrustRadius mainly works with them on two tracks: to source a wider range of reviews from their existing customer bases to improve their profiles on the site; and then to help them use those reviews in their own marketing materials. Partnerships like these form the core of TrustRadius’s business model: people posting reviews or using the site to read them access it for free.
Vinay Bhagat, founder and CEO of TrustRadius, believes that his company’s mission — to help IT decision makers vet software by tapping into feedback from other IT buyers — has found particular relevance in the current market.
“I think that gravity is on our side,” he said in an interview. “If you think about how the tech industry is evolving and getting things done, IT decisions are getting decentralized and moving out of the CIO’s office. Millennials are ageing into positions of authority, and it means that the way people had previously bought software — by way of salespeople or on the basis of analyst reports — are changing. There is pent-up demand to hear the roar of peers and that’s where we come in.”
User-generated reviews have come under a lot of criticism in recent times. Regulators have been going after companies for not being vigilant enough about policing their platforms for “fake” reviews, either planted to big-up a product, or by rivals to knock it down, or coming from people who are being paid to put in a good word. The argument has been that the marketplaces hosting those reviews are still bringing in eyeballs and product conversions based on that feedback, so they are less concerned with the corruption even if it longer term can likely sour consumers on the trustworthiness of the whole platform.
That belief is not wholly true, of course: Amazon for one has recently been making a huge effort to improve trust, by going after dodgy reviewers and setting up systems to halt the trafficking of counterfeit goods.
And Bhagat argued to me that it doesn’t hold for TrustRadius, either. The company has a focused enough mandate — B2B software purchasing — within a crowded enough field, that losing trust by posting blindly positive reviews would get it nowhere fast.
At the same time, he noted that the company has held a firm line with its customers on making sure that the “truth” about a product is made clear even if it’s not completely rosy, in the hopes that they can use that to work on improvements, and also provide more balanced feedback at the least from existing customers in order to give a more complete picture. (It also, like other reviews sites, makes people who provide feedback do so using professional credentials like work emails and LinkedIn profiles.)
That line has so far carried it into relationships with a number of software companies, which are using reviews as a complement to their own sales teams, and the papers and analysis published by analysts like Gartner and Ovum and Forester, to reach people who are weighing up different options for their IT solutions.
“TrustRadius has become an integral part of today’s economic cycle,” said Bill Wagner, CEO of LogMeIn, in a statement. “Software buyers today need detailed reviews to make sure that the product works for a business professional like themselves. TrustRadius provides that in a transparent way, so buyers can make confident decisions, even about enterprise-grade software.”
The recent swing in the digital world toward data protection and people getting increasingly aware of how their own personal details are used in ways they never intended has presented an interesting challenge for the world of online services. Most of us don’t like getting marketing and will generally opt out of any “yes, I consent to getting updates from XYZ and its partners!” boxes — if we happen to spot them amid the dark patterning of the net.
TrustRadius and companies like it have an opportunity through that, though: by targeting IT buyers who have to make complicated purchasing decisions and most likely more than one, and in a way that ensures each purchase works with the rest of an existing tech stack, they represent one of the rare cases where a user might actually want to hear more.
Indeed, one of the company’s plans longer term is to continue developing how it can work with its users through that IT life cycle by providing suggestions of software based on previous software purchases and also what that users’ feedback has been around a past purchase.
“From day one we have been dealing with complex purchasing decisions,” Bhagat said. “Buying technology that will be used to run your business is not the same as buying an app that you use casually. It can be make or break for your company.”
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