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Once a buzzword, digital transformation is reshaping markets
The notion of digital transformation evolved from a buzzword joke to a critical and accelerating fact during the COVID-19 pandemic. The changes wrought by a global shift to remote work and schooling are myriad, but in the business realm they have yielded a change in corporate behavior and consumer expectation — changes that showed up in a bushel of earnings reports this week.
TechCrunch may tend to have a private-company focus, but we do keep tabs on public companies in the tech world as they often provide hints, notes and other pointers on how startups may be faring. In this case, however, we’re working in reverse; startups have told us for several quarters now that their markets are picking up momentum as customers shake up their buying behavior with a distinct advantage for companies helping customers move into the digital realm. And public company results are now confirming the startups’ perspective.
The accelerating digital transformation is real, and we have the data to support the point.
What follows is a digest of notes concerning the recent earnings results from Box, Sprout Social, Yext, Snowflake and Salesforce. We’ll approach each in micro to save time, but as always there’s more digging to be done if you have time. Let’s go!
Enterprise earnings go up
Kicking off with Yext, the company beat expectations in its most recent quarter. Today its shares are up 18%. And a call with the company’s CEO Howard Lerman underscored our general thesis regarding the digital transformation’s acceleration.
In brief, Yext’s evolution from a company that plugged corporate information into external search engines to building and selling search tech itself has been resonating in the market. Why? Lerman explained that consumers more and more expect digital service in response to their questions — “who wants to call a 1-800 number,” he asked rhetorically — which is forcing companies to rethink the way they handle customer inquiries.
In turn, those companies are looking to companies like Yext that offer technology to better answer customer queries in a digital format. It’s customer-friendly, and could save companies money as call centers are expensive. A change in behavior accelerated by the pandemic is forcing companies to adapt, driving their purchase of more digital technologies like this.
It’s proof that a transformation doesn’t have to be dramatic to have pretty strong impacts on how corporations buy and sell online.
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The morality and efficacy of going public earlier
Hello and welcome back to Equity, TechCrunch’s venture capital-focused podcast where we unpack the numbers behind the headlines.
For this week’s deep dive Natasha and Alex and Chris dug into the world of the IPO. Not just the numbers and the metrics and the calculations of valuations at diluted, and non-diluted, share counts. No. We wanted to talk about the morality and efficacy of going public.
So to round out our conversation we enlisted Steve Cakebread, the CFO of Yext, and Garth Mitchell, the CFO of Latch. Cakebread is known for being aboard the Salesforce, Pandora and Yext IPOs. Mitchell has sat on both sides of the table during the IPO process, and is currently helming the money equations as Latch approaches the public markets via a SPAC.
For more context, Yext, a company that first launched at a TechCrunch event back in 2009, provides data tooling and search software to businesses, while Latch builds software and hardware for rental-focused buildings. Yext is public. Latch will be in a few months.
Back to our topic, we asked Cakebread to talk about his thesis on why going public earlier than later can help a company’s maturity process and can help provide greater returns to the general public. The CFO has written a rather good book about the IPO process more generally and what it means for a company’s internal processes, but his morality notes especially stood out because it’s an argument far less noisy than the POP critics. Baked beans come up, somehow!
We also asked Mitchell to talk about Latch’s choice to go public, and what opportunities and challenges the SPAC route brings for the company. Of course, there’s a SPAC joke in there (or two), but we get into broader “what’s next” debates about if more companies will start to leave the private world, venture capital’s role in this whole mess and the financial lift of going to the public market.
Hope you enjoy the show, and get excited: Equity is going to have more guests on from time to time, and we welcome any suggestions you want to throw at us.
Equity drops every Monday at 7:00 a.m. PST, Wednesday, and Friday at 6:00 AM PST, so subscribe to us on Apple Podcasts, Overcast, Spotify and all the casts!
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Snowflake gave up its dual-class shares. Should you?
Snowflake announced earlier this month that it would give up its dual-class shareholder structure, a corporate governance setup that often gives founders and executives superior voting rights, typically involving 10 times as many votes for their own shares as others receive. The mechanism can enable founders to maintain control despite later dilution and may sometimes even grant ironclad control to an individual in perpetuity.
For many companies, these supervoting shares represent a highly powerful tool, allowing founders to have their cake and eat it, too — to go public and receive the advantages of being a public company while limiting the power of external shareholders to influence how they run the company once it floats.
Some founders and their investors argue that these preferred shares protect them from the short-term whims of the market, but the perspective isn’t universally accepted.
Some founders and their investors argue that these preferred shares protect them from the short-term whims of the market, but the perspective isn’t universally accepted. Dual-class shares are a controversial governance structure, and some wonder if they are setting up an unfair playing field by allowing a cabal to wield outsized power.
Why would Snowflake give up such a powerful tool a mere six months after it went public? We decided to look at the notion of dual-class shares and why Snowflake may have been willing to let them go.
Snowflake’s decision
If one of the primary purposes of dual-class shares is to consolidate CEO power, then perhaps Snowflake felt they weren’t necessary, given the history of CEO-shuffling at the company. While Snowflake’s founders are still part of the organization, they hired Sutter Hill investor Mike Speiser to be their first CEO, followed by former Microsoft exec Bob Muglia before finally bringing in veteran CEO Frank Slootman to take their company public.
Without an all-powerful CEO founder in place, perhaps the company felt that supervoting shares weren’t necessary. Regardless, Snowflake CFO Mike Scarpelli framed the move as a decision that works for all parties when he announced that his company would abandon the special shares during its earnings call earlier this month.
“Today, we announced that on March 1st, 2021, our Class B shareholders in accordance with our governing documents converted all of our Class B common stock to Class A common stock, eliminating the dual-class structure of our common stock and ensuring that each share has an equal vote. We view this as operationally beneficial to the company and our shareholders,” Scarpelli said during the call.
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Why you have to pay attention to the Indian startup scene
This is The TechCrunch Exchange, a newsletter that goes out on Saturdays, based on the column of the same name. You can sign up for the email here.
Back in August during Y Combinator’s two-day demo extravaganza, TechCrunch noted a number of startups from India that stood out from the batch. Names like Bikayi (e-commerce tools), Decentro (consumer banking APIs), Farmako Healthcare (digital health records) and MedPiper Technologies (helping hire health professionals) joined our list of favorites from the batch.
Seeing so many India-focused startups in the mix wasn’t a fluke. Data shows that India’s venture capital scene has grown sharply in recent years. 2019 was the country’s biggest ever in terms of venture dollars invested, with Bain counting $10 billion during the year.
In 2020, the third quarter brought the country’s venture capital scene back to form. After a somewhat average start to the year, Indian startups saw their venture capital investment fall to just $1.5 billion in Q2, the lowest quarterly tally since 2016. But data via KPMG and PitchBook make it plain that Q3 was a rebound, with $3.6 billion invested into Indian startups during the three-month period.
That figure was not a historical record, mind; the Q3 total looks to be only the fourth-biggest VC quarter in India’s startup history since at least 2013 and, perhaps, ever. But it was a good bounce-back during a crippling pandemic all the same. The country’s VC deal count also rebounded a bit in the third quarter, with some of that money landing in big chunks, including a $500 million investment into Byju’s this September.
Smaller startups are also seeing strong results. Bikayi is one such startup. TechCrunch caught up with the company via email, digging into its post-Demo Day results. Its monthly recurring revenue (MRR) grew 60% in August from its July results, it said. And in late August the company told TechCrunch that it was on track to reach $1 million annual recurring revenue (ARR) by the end of the year.
Bikayi said more recently that it recorded 100% growth in the number of merchants it supports, and 100% revenue growth in September. So the WhatsApp-focused Shopify-for-India is racing ahead. October results, Bikayi CEO Sonakshi Nathani added, are looking “promising” as well.
To get a better handle on the Indian startup market more broadly, The Exchange got ahold of Accel investors Arun Mathew (based in the United States), and Prayank Swaroop (based in India), for a bit of digging.
Historically, falling bandwidth and smartphone costs along with improved Internet reliability helped lay the foundation for the recent Indian startup wave, according to Swaroop. Mathew added that some high-profile successes like Flipkart made startups a more attractive option, with the ecommerce company’s success helping to “change the tenor” of the conversation around founding tech firms in recent years.
It also helps, Swaroop added, that seasoned folks from existing Indian tech companies are branching out and starting companies of their own, recycling knowledge into new, smaller companies. This is a key method by which Silicon Valley has managed to create an outsized number of hits over time; a concentration of operators who have built big startups are key grist in the unicorn mill. And there’s more money being raised to help power new Indian tech companies.
All told, 2019 was a huge year for the Indian startup market in venture capital terms, and 2020’s recovery is underway. Let’s see what gets built.
Market Notes
The Exchange spent a lot of this week digging into venture capital data and trends, something that we love to do. If you need to catch up, here’s our look at the U.S. venture capital scene in Q3, and here are our notes on the more global picture. And we touched on India above. What more could there be?
Well, some data on healthcare-focused companies is just what we need. Per a new report from CB Insights, there are 41 healthcare-focused unicorns today. More importantly, startups focused on health-related matters (telemedicine, mental health, AI, etc.) just had a record quarter. Even for a pandemic, $21.8 billion went into the space across 1,539 global rounds in the third quarter. That’s far more activity than I would have guessed.
- Moving on, The Exchange compiled a look at how quickly a few dozen startups grew in Q3, which was very good fun.
- The Equity crew also covered a number of media-and-housing-related startup rounds here if that is your jam. There were also some jokes.
- Datto went public this week, giving the market a look at what slower, more profitable software companies are worth in revenue-multiple terms. The news was mostly good.
- On the insurtech beat, New Front announced that it has raised $100 million, most recently at a $500 million valuation. And we noted in our growth-rate piece that Next Insurance raised $250 million last month, which has missed our attention. Oh, and Chicago-based Clearcover has news out this week, which we care about given the impending Root Insurance IPO (notes on its valuation here). The two companies both insure drivers.
And with that, we’re cutting Market Notes short this week for some important TechCrunch news:
Hey y’all. It’s Megan Rose Dickey busting into Alex’s newsletter for a couple of quick news items. First, I officially launched my newsletter, Human Capital! It covers labor and diversity and inclusion in tech. Also, I relaunched the Mixtape podcast with my colleague Henry Pickavet. You can check out our first episode of Season 3 about California’s gig worker ballot measure Prop 22 here.
Megan is amazing and you should check out her pod and newsletter.
Various and Sundry
As always, there was more good stuff to share here than I can possibly fit, so let’s get right into the data, takes, links and other delicacies.
- Data collected on by a Midwest-focused group concerning its region makes the case for VCs to look more closely at the center of the United States. Why? It’s cheaper to build there, which, combined with lower startup prices, means investors get a bigger bang for their buck. And return multiples for VCs (MOICs, if you care) look strong in Chicago.
- Everyone is burned out.
- Netflix and Intel took stick after their earnings failed to excite investors, in what could be a small warning sign ahead of next week’s earnings-palooza.
- The SPAC boom is precisely as ludicrous as you imagined it to be.
- And while there are loads of late-stage money, first financings are worth an ever-smaller fraction of the VC pie.
- What are the youngest VCs in the world focused on? Well, according to a survey of Gen Z VCs, their top three focuses are the creator economy, edtech and social gaming.
- How Yext evolved on its path to going public, and beyond.
Wrapping, a survey from Salesforce shows that enterprise cloud CEOs are reporting better-than-anticipated revenue growth and lower-than-anticipated churn, when compared to their March estimates. That is probably why earnings haven’t been a disaster and so many unicorns were able to go public in Q3.
That and valuations in the public sphere are higher than what private investors are dishing up, inverting the market’s last few years.
See you Monday,
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Join Yext’s Howard Lerman for a live Q&A right now
Today’s the day! This afternoon at 2 p.m. EDT/11 a.m. PDT, Yext CEO Howard Lerman will join TechCrunch for a live chat.
The conversation is part of our continuing Extra Crunch Live series, now in its second season. What are we up to in the second installment of the conversations? The same as before, bringing the most interesting founders and investors ’round for a chat that you can contribute to by bringing your own questions. (Make sure you’re signed up so you can jump right in.)
As we wrote last week, Lerman is not just another public company CEO: His company, Yext, has some old-fashioned history with TechCrunch, having pitched at one of our events back in 2009. It went well, with Yext quickly raising money afterward.
We’ll spend a little bit of time in the past talking about Yext’s history as a startup. I want to know at what stage did Howard begin to consciously prep Yext for an IPO — the company went public in 2017 — and how long until he felt the company was ready? Given that we just came off one of the most active quarters in recent history for technology companies going public, it’s a good time to dig into the matter.
We’ll also get Howard’s take on the public markets in 2020 and whether he was happy with Yext’s IPO timing.
For the early-stage founders in the crowd, we have stuff prepped for you as well. Yext has moved from a business best-known for building a system that helps companies keep their diverse online listings up to date with their most pertinent information, to a search-first company that is leading its customer acquisition cycles with its “Answers” product.
How did the company manage to build the latter while eating off the former, and how has the company balanced its continued development since? What can startups learn from the choices that Yext has made?
And, TechCrunch recently reviewed Howard’s social media posts regarding Black Lives Matter: “As CEO, I will see to it that our company continues to be advocates for equality and justice.” So, how does he view the role of politics inside of tech companies, and what advice does he have for founders who are looking to build a lasting culture?
It’s going to be a great chat. Make sure you’ve signed up for Extra Crunch and I’ll see you in a few hours.
Bring your best questions. Howard is a good chat, so he’ll have something to say if you ask something great. Details after the jump.
Details
Below are links to add the event to your calendar and to save the Zoom link. We’ll share the YouTube link shortly before the discussion:
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Join Yext’s Howard Lerman for a Q&A October 13 at 2 pm ET/11 am PT
Heading into the third quarter and earnings season, TechCrunch is excited to announce that Yext CEO Howard Lerman will join us for a live Q&A next Tuesday as part of our continuing Extra Crunch Live series.
The series recently hosted pairs of investors from Accel and Index Ventures and has hosted business leaders, from Mark Cuban to Roelof Botha. Lerman will be one of the few guests who is the CEO of a public company.
But Lerman is no regular public CEO — his company debuted at a TechCrunch event back in 2009, quickly raising capital after the pitch. Yext’s 2017 IPO was therefore an event of interest here at TechCrunch.
What will we talk about? There are a number of things that come to mind, but we’ll certainly get into the impact of COVID-19 on small businesses and how Yext is handling an uneven market. We’ll dig into search, a rising product and revenue area for the company, and how Yext has managed to broaden its product mix without diluting its focus.
We’ll also discuss what changes for a tech CEO heading into the public markets and what advice he might have for companies either considering, or actively going public in 2020. It has been a busy year for startup liquidity, pushing a great number of startups into the public sphere with varying results.
And we’ll riff on where Lerman is seeing the most interesting startups being built, along with your questions. As with all Extra Crunch Live sessions, we’ll snag a few questions from the audience. So make sure your Extra Crunch Live subscription is live and prep your thoughts.
Details follow after the jump. See everyone Tuesday!
Details
Below are links to add the event to your calendar and to save the Zoom link. We’ll share the YouTube link on the day of the discussion:
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Yext launches Hitchhikers, a self-serve version of its site search tool
Yext is making its site search product Yext Answers available to a broader set of customers today with the launch of a new program that it calls Hitchhikers.
The company launched Yext Answers in October 2019 with the goal of making a brand’s website — rather than whatever shows up via Google search — the authoritative source of information about that brand. And earlier this year, Yext also introduced a 90-day free trial, which CEO Howard Lerman said was designed to help more partners deliver coronavirus-related answers.
However, Lerman told me this week that Yext Answers has still been constrained by a setup process that requires a Yext employee “to understand our own software and build your knowledge graph,” which meant that the company had to turn away many potential customers. With Hitchhikers, that’s no longer the case.
Chief Strategy Officer Marc Ferrentino said the program is designed for digital marketers, SEO specialists and IT professionals. The goal is to provide everything they need to create their own site search experience — including starter “knowledge graphs” customized to specific industries that customers can populate with their own content.
And there’s an educational focus — Ferrentino said Hitchhikers should be accessible to “someone who is a novice when it comes to technology,” quickly getting them up to speed on topics like HTML, CSS and JavaScript, with different tracks and modules all brought to life with “hands-on learning” and quizzes.
Image Credits: Yext
Like Yext Answers, Hitchhikers is available through a 90-day free trial. And if you’re wondering about the name, Lerman said it’s a reference to Douglas Adams’ classic novel “The Hitchhikers Guide to the Galaxy,” specifically the idea of The Ultimate Question. Hitchhikers, then, is designed to help businesses answers their own Ultimate Questions.
One of the recurring themes in my recent conversations with Lerman has been the importance of brands and businesses as a source of knowledge and authoritative information. It’s something he emphasized again when discussing Hitchhikers. For example, he pointed to a Google search about what qualifies as essential travel — the top result was an article from a popular travel blogger, rather than the official definition from the U.S. State Department (a Yext Answers customer).
“The ultimate authority how to claim your gift card from Krispy Kreme is Krispy Kreme,” Lerman said. “The ultimate authority on an internet outage in a certain area is Cox … Getting that information to the user is even more important in this terrible year of misinformation and disinformation.”
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How one VC firm wound up with no-code startups as part of its investing thesis
Welcome back to The TechCrunch Exchange, a weekly startups-and-markets newsletter. It’s broadly based on the daily column that appears on Extra Crunch, but free, and made for your weekend reading.
Ready? Let’s talk money, startups and spicy IPO rumors.
How one VC firm wound up with no-code startups as part of its investing thesis
Throughout all the chaos of 2020’s economic upheaval in the startup world, I’ve worked to pay more attention to low-code and no-code services. The short gist of chats I’ve had with investors and founders and public company execs in the past few weeks is that market awareness of no-code/low-code terminology is starting to spread more broadly.
Why? Again, summarizing aggressively, it seems that the gap between what different business units need (marketing, say) and what in-house or external engineering teams are capable of providing is widening. This means there is more total pain in the market, hunting for a solution, often with a tooling budget in hand.
Enter no-code and low-code startups, and even big-company services alike that can help non-developers do more without having to beg for engineering inputs.
I spoke with Arun Mathew this week. He’s a partner at Accel, a venture firm that has invested in all sorts of companies that you’ve heard of — including Webflow, which raised a $72 million Series A last August that Mathew led for his firm. (More on the round here, and notes from TechCrunch on Webflow’s early days here, and here, if you are curious.)
More interesting than that single round is how Accel wound up building a thesis around no-code startups. According to Mathew, Accel had made large investments into companies like Qualtrics, for example, when they were already pretty big and had found product-market fit. That same general approach led to the Webflow deal last year.
At the time, Webflow “wasn’t really defining what they were doing as n- code, they just said ‘we have a very simple drag and drop UI, to build websites, and soon full web applications, very simply,’ ” he told TechCrunch. But, according to Mathew, what Webflow was doing “lined up really well” with the “rising movement of no-code.”
From there, Accel “made a couple [more no-code] investments in Europe where [it has] an early-stage team and a growth team,” along with a few more in India. In the investor’s view, some of the investing activity was “thesis driven because we think [no-code is] a really interesting theme,” but some of the deals “happened opportunistically” where Accel had found “really talented founders in the space that we thought was interesting, executing on a vision that we found appealing.”
In the “span of a year, year-and-a-half,” Accel totted up “seven or eight companies in this no-code space,” which over the last five or six quarters became “a real thesis” for the firm, Mathew said. Accel now has “a global team” of around a dozen people “spending a lot of our time in and around no-code” he added.
Apologies for the length there, but what Mathew said makes me feel a bit less behind. After dipping a toe into learning more about no-code services and tooling (and, yes, low-code as well) it felt somewhat like I was playing catch-up. But as I covered that Webflow round and have since started paying more attention to no-code as well, perhaps you and I are right on time.
(We also recently ran an investor survey on the no-code topic, so hit it up if you want more VC scribbles on the topic.)
Market Notes
For Market Notes this week, we have four things. First, riffs from chats with two public company execs about the software market, some public market stuff and then some neat Airbnb spend data by which I am confounded:
- I spoke with Apple MDM company Jamf’s CFO Jill Putman this week, after her company reported its first set of earnings as a public company. I wanted to know a bit more about the education market — a hot topic here at TechCrunch, given outsized rounds and huge market demand — and the medical world.
- Regarding the software market for education, Putman noted that schools are buying lots of hardware, and that software sales should follow. Our read from that is that the boom in education software is not going to slow for some time as schools work on reopening.
- Ditto the medical market, where Jamf has found uptake as hospitals roll out hardware to patients and families thereof to facilitate all sorts of demand that COVID has engendered. (Hardware needs software, enter Jamf!)
- Chatting with the CFO our key takeaway was that there are still sectors that could generate a continued COVID tailwind, even if not all Jamf customers fit that bill. For startups that did catch a wave, this is probably good news.
- And then there was Yext, a company that helps other companies’ customers find accurate information about them around the Web, and has recently gotten into the search game. Yext launched at a TechCrunch conference back in 2009, which is a neat bit of history. Anyway, Yext is public company now and we wanted to chat about which industries are driving growth for the former startup, and how the general climate for software is for the company, so we got on Zoom with its CEO, Howard Lerman.
- So, which sectors are accelerating from Yext’s perspective? Government, education (again), insurance and financial services. Let that guide your take on the health of various startups.
- Turning to the business climate, Lerman had some notes: “I will tell you in Q2,” he said, “things came back a bit from Q1.” In what sense? Retention rates, for one, according to the CEO. A return to form is welcome, but Lerman did caution that some companies were slower to “pull the trigger on big deals.”
- Lerman also said that his perspective on the macro-climate has bounced back as well from a local-minima set around 30 days ago.
Public company execs are pretty guarded in how they talk because they have to be. But what Putman and Lerman seemed to intimate is that economic damage — provided you are selling to business, and not individuals — seems more contained on a per-sector basis than I would have anticipated. And that there are some good things ahead, at least in a handful of hot sectors.
Opening our aperture a bit, some SaaS companies struggled this week to meet investor expectations, even as more companies added themselves to the IPO queue. It’s going to be very busy for a few quarters. (Speaking of which, you can find the good and bad from the new Sumo IPO filing here.)
The economy is still garbage for many, but at least for companies it’s improving. And on that note, some data regarding Airbnb. According to the folks over at Edison Trends, things are going better for the home-booking site than I would have guessed. Per the group:
- Airbnb’s bookings recovery outstripped its traditional rivals, growing “32% week-over-week” from late April into early June.
- And, most critically: “Airbnb spending in July was up 22% over the previous July, and spending the week of August 17 was 75% higher than the equivalent week in 2019.”
Wild, right? Perhaps that’s why Airbnb has filed to go public.
Various and Sundry
We’re a tiny bit short on space, so I’ll keep our V&S dose short this week to respect your time. Here’s what I couldn’t not share:
- Read this a16z post on the IPO market. It does a great job pulling the Twitter-bullshit out of regular IPO complaints to make some salient points about what is actually good, and bad, about the venerable initial public offering.
- And then read this Fred Wilson piece on SPACs, and how he thinks about them today.
- Fast made a bunch of noise this week, launching its checkout product after a lot of hype. I thought they were doing something more than a product launch, given the sheer number of tweets I kept seeing. Not sure how I feel about the final thing, but I covered their raise earlier this year, so wanted to flag this all the same.
- And, finally, Palantir. In a new S-1 filing, Palantir kinda fessed up to the fact that its structure makes it look like a controlled company. Danny did the digging on the matter here. And then I shouted about it here.
- We got data on Boston’s venture capital results in 2020, broken down by month. Hot damn, that wasn’t really what we expected.
- The JFrog IPO pricing dance is going to tell us how much profits are worth in the SaaS world.
- And Zoom’s insane, bonkers, hell-yeah quarter.
And with that, we are out of room. Hugs, fist bumps and good vibes, and thank you so much for reading this little newsletter on the weekends. It’s a treat to write, and I hope you like it.
Hit me up with notes at alex.wilhelm@techcrunch.com. (I don’t know if you reply to this email if I will get the response. But try it so that we can find out?)
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The accelerating digital transformation, redux
Earlier this week, TechCrunch covered a grip of earnings reports showing that some companies helping other businesses move to modern software solutions are seeing accelerated growth. Inside the Software as a Service (SaaS) world, this is known as the digital transformation. Based on how many software companies are talking about it, the pace of change is only picking up.
But since we published that first entry, a number of SaaS companies that have posted financial results seemed to disappoint investors. Seeing some companies in the high-flying sector struggle made us sit back and think. What was going on?
Today we’re going to explore how the digital transformation’s acceleration seems real enough, but how it’s not landing equally. We’ll start by going over a short run of earnings results, talk to Yext CEO Howard Lerman about what his B2B SaaS company is seeing, and wrap with notes on what could be coming next from software shops.
A quick word on digital transformation
We all hear about digital transformation, but it’s hard to define. Generally, it’s a broad area that includes digitization of manual processes, modern software development practices like continuous delivery and containerization and a general way of moving faster via technology — especially in the cloud.
Speaking last month on Extra Crunch Live, Box CEO Aaron Levie defined the term as he sees it. “The way that we think about digital transformation is that much of the world has a whole bunch of processes and ways of working — ways of communicating and ways of collaborating where if those business processes or that way we worked were able to be done in digital forms or in the cloud, you’d actually be more productive, more secure and you’d be able to serve your customers better. You’d be able to automate more business processes.” he said.
What we’re seeing now is that the pandemic has accelerated the rate of change much faster than many had anticipated. Efforts to slow the spread of COVID-19 and its related workplace disruptions have accelerated what would have been a normal timetable. But on its own, that doesn’t mean the market is seeing equal results across every company and industry that might be part of that trend.
Earnings results
Lots of SaaS companies reported earnings this week, but two sets of returns stuck out as we reviewed the results, those from Slack and Smartsheet.
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Yext aims to deliver more coronavirus-related answers by making its site search free
Yext says that in response to the COVID-19 pandemic, it’s making its Yext Answers site search product free for 90 days.
You might not see an obvious connection between site search and a worldwide pandemic. You might even think this sounds like a marketing gimmick. But Yext CEO Howard Lerman said that for the past 10 days, the company has seen a spike in coronavirus-related searches across sites that use Yext Answers.
After all, Lerman said Yext has a lot of customers in the healthcare industry, such as the IHA medical group. But even beyond that, companies are getting related questions, whether it’s a hotel getting asked about their cleaning procedures, or an airline being asked whether it’s safe to fly or a vodka company getting asked about whether vodka can be used as hand sanitizer.
Businesses could try to answer those questions on a single web page or blog post, but that’s probably not going to be comprehensive. Yext Answers offers a way to present and save this information in a much more structured way, so that a visitor can jump to the exact answer that interests them. In addition, it provides data on what visitors are searching for, so companies can answer the questions that people are actually asking.
Yext is also offering a free plugin that includes frequently asked questions about the coronavirus, with answers sourced directly form the U.S. Centers for Disease Control and Prevention.
“We have a product that could be pretty useful right now,” Lerman said. “We don’t want people to be getting wrong answers in the time of a global pandemic.”
He added that the company would normally charge around $100,000 for three months of Yext Answers. However, the free offering will be limited to 1,000 entities (which can be FAQs, locations or anything else), and Lerman said most paying customers are already using more than that.
While the product is free, the company will still schedule an initial setup call with a Yext administrator and provide ongoing email support. You can read more on Yext’s new website.
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