Showing posts with label Case study. Show all posts
Showing posts with label Case study. Show all posts

Monday, June 29, 2026

How Not To Destroy A Dynasty: Masterclass From The House Of Gucci

This article was first published in the Family Business United, June 29, 2026; https://www.familybusinessunited.com/post/how-not-to-destroy-a-dynasty-masterclass-from-the-house-of-gucci

Twenty-five years ago, in Singapore, I bought a Gucci canvas cross-body bag with money saved from overtime. It was a modest indulgence, earned through hard work, from a brand I knew was considered good. That bag has travelled to work and on holidays, and remains a favourite to this day, mainly for it’s appropriate size.

Then came Sara Gay Forden's The House of Gucci, and the bag in my cupboard quietly changed its meaning. All at once it felt invaluable, a small piece of a history far larger and far sadder than one could have imagined. The history of Gucci is a tragedy of a very particular kind, the kind that should make every business family stop and think.

On the morning of 27 March 1995, a well-dressed man climbed the steps of a building on Via Palestro in Milan and was shot three times in the back and once in the head. He was Maurizio Gucci, forty-six years old, the last of his family to lead the house that carried his name. The man who fired the gun had been hired for the job. The woman who arranged it, as the courts would later establish, was Patrizia Reggiani, Maurizio's former wife and the mother of his two daughters. She had once been the fiercest champion of his rise. In 1998 she was convicted and sentenced to twenty-nine years. The Italian press called her the “Black Widow”.

And yet the murder is not what lingers once the book is closed. What lingers is something quieter and far heavier. The brand survives today. It thrives. It is worth billions. Only, the family that created it doesn’t own it. Three generations built the house, and the third generation lost it. By the time the assassin arrived on Via Palestro, the company had already slipped out of Gucci hands.

Forden tells the story of one family. The lessons belong to every family that owns a business. There is an old saying that every business family secretly dreads, shirtsleeves to shirtsleeves in three generations. The Gucci saga is perhaps the most beautifully dressed proof that the saying is real. It is a pattern that repeats across families, across centuries, across continents. A pattern, unlike a curse, can be understood and broken, if only we are willing to study how it forms.

Why most dynasties fade by the third generation

Research across the world shows that only about a third of family businesses make it into the second generation, and barely one in ten survives into the third. Those numbers frighten every founder who reads them. They are not, however, handed down by fate. Family firms seldom die because the world has stopped wanting what they make. Customers were still queuing outside Gucci's Fifth Avenue stores even while the family was tearing itself apart in the courts. One observer noticed something telling, that the more sensational the headlines grew, the more shoppers walked in to buy. Family firms often die or family loses control of the firm because the family loses the ability to own itself and to govern itself.

John Ward, who did as much as anyone to build the modern study of family business, argued that the long life of a family firm is a matter of discipline. Families that endure plan their succession early, while there is still time to do it gracefully. They keep the roles of family, owner and manager from blurring into one. They put their governance in place during the years of calm, long before any storm arrives. Forden's book is, in effect, a long record of what happens when a gifted family does none of this. Read as a warning, it becomes one of the finest masterclasses imaginable in how to destroy a dynasty. So let us turn it the other way around, and read each act of ruin as a lesson in how to keep one alive.

First, the rise, because every fall begins with a gift

Guccio Gucci opened his house in Florence in 1921, a small leather-goods shop on a quiet street. The origin story has since become legend. As a young man he had worked as a porter and lift-boy at the Savoy Hotel in London, where he watched the monogrammed luggage of the wealthy pass through the lobby and resolved to make something just as fine for his own countrymen. He did exactly that. His craftsmanship in saddlery and luggage became the family's first and finest inheritance. In time he brought his sons into the firm, and after the war he divided the company among three of them, Aldo, Vasco and Rodolfo.

Here was familiness in its purest form, that special bundle of strengths a family brings to its firm when shared identity, trust and complementary talent come together into something no outsider can copy. Aldo was the engine. A marketing genius, he carried Gucci across the Atlantic and built a glittering empire that reached across America, Europe and Asia. He understood, better than anyone else in the family, that people did not buy a Gucci bag for the leather. They bought it for the feeling of carrying it. He pushed the family into perfume and into watches over his brothers' objections. And he gave them the image that should have become their constitution. “My family is the train”, he liked to say. “I am the engine. Without the train the engine is nothing, and without the engine the train does not move.” It is a lovely picture of how much they needed one another. The sorrow of the story is that the train forgot that it needed an engine.

Lesson one: the trap of dividing ownership equally

When Vasco died of cancer in 1974, leaving no children, Aldo and Rodolfo bought out his widow's stake and emerged as equal partners, fifty per cent each. On paper it looked like elegant symmetry. In practice it laid down a fault line that ran through everything that followed. The two halves were identical in size. Behind them lay contributions that were perceived very differently. Aldo had built the American business and much of the global one. Rodolfo, a former actor, had put in far less according to Aldo’s family, and he held precisely the same half. Aldo felt the imbalance keenly. Quietly, he began to steer profits into the perfume company, where he and his sons held the larger share, so that Rodolfo saw only a thin slice of the returns.

Resentment crept in from every side. Rodolfo blamed Aldo's restless expansion for the thin profits. Aldo's sons seethed that their uncle drew an equal half from an empire their father had built. Everyone felt cheated. No one felt heard. This is one of the oldest traps in family business, and one of the most misread. Equal and fair are two very different things. When a passive owner holds the same stake as the one who creates the value, the paperwork may call it just while every family dinner says otherwise. Scholars of socioemotional wealth remind us that families guard much more than money. They guard their pride, and their sense of having mattered. Wound that, and no dividend will ever heal it. The Guccis never built any way to revisit who owned what, and why. In Forden's telling, that frozen fifty-fifty shaped all that came after.

Lesson two: a next generation with no real role will create a destructive one

Few figures in the saga are as moving as Paolo Gucci. He was talented and restless, and by every account he was treated abominably. Working under his father Aldo, who was authoritarian and certain of his own genius, Paolo was handed a title and given no authority. “I was not allowed to do anything”, he complained. When he tried to start a line under his own name, the family that had stifled him closed ranks against him as one body. Aldo, who quarrelled endlessly with Rodolfo, instantly joined hands with him to crush the boy.

What does a cornered son do? Paolo handed evidence of his father's tax evasion to the American authorities. Aldo, the architect of the entire empire, was convicted and sent to prison. A son put his own father behind bars. Read that line again, slowly, and let its full weight settle on you. It is hard not to feel a flash of anger at Paolo, and just as hard to hold on to it. Who had made him this way? A family that gave him a famous surname and no room to be himself, a family that treated his hunger for dignity as an act of betrayal. The lesson is plain and unforgiving. The next generation will find a role in the business one way or another. The only choice a family really has is whether to give that role to them openly, or to force them to seize it in anger. Talent that is denied an honest outlet does not simply disappear. It festers, and then it turns.

Lesson three: keep the family, the owners and the managers in clear view

Many years ago, Renato Tagiuri and John Davis gave us the three-circle model, a simple and powerful way of seeing a family business as three overlapping groups, the family, the owners and the managers. One person may sit inside all three circles at once. The circles still remain distinct, and a family gets into trouble the moment it forgets which is which. The House of Gucci shows what happens when the circles fold into one another and no one can tell them apart any more.

Think of Patrizia Reggiani, long before she plotted a murder. In the early years she was genuinely good for Maurizio. She gave a timid young man the courage to stand up to a domineering father. “I knew he was weak”, she said, “but I was not weak. I pushed him so hard that he became president of Gucci.” Over time, though, her ambition found no proper home, and so it spilled into interference. She held no formal position in the company, yet she tried to run it through her husband, feeding his grievances against his uncle and his cousins, and measuring respect by who was offered champagne first at a party. Her appetite was unmistakable. She once said that she would rather “weep in a Rolls-Royce than be happy on a bicycle.” 

Most business families wrestle with similar questions. What is the rightful place of the son-in-law, the daughter-in-law, the person who marries into the family and the firm? Shutting them out is rarely the healthy answer. What works is clarity, with them and with everyone, about where ownership ends and management begins, and about how a marriage relates to both. A family that leaves these lines undrawn ends up negotiating its most intimate relationships through resentment. And resentment, as Gucci shows us, can turn deadly.

Lesson four: why control without grooming is a trap

Rodolfo loved his only son, and he failed him in the most ordinary way a loving father can. He never let him grow up. As one of Maurizio's associates put it, “Rodolfo gave him the castle and not the money to maintain it.” Rodolfo held on to every decision, trusted his son with almost nothing, and prepared no one to follow him. On his deathbed he confided his fear that money and power would change his boy. They did, for the simple reason that the boy had never been allowed to practise being a man.

So, when Maurizio finally took control, he held the largest single block of shares in the company and very little experience of running it. His vision was brilliant. He dreamed of a global luxury house with professional management, modern design and sophisticated marketing, which is more or less the company that non-family professionals would later build on the ruins he left behind. A vision, though, has to be carried out, and owning a company teaches a person nothing about running one. 

Maurizio managed, in the unsparing words of his own advisers, “by intuition”. He was charming and mercurial, a child in a sweet shop who wanted everything at once and understood almost nothing about cash flow. Within a few years a company that had been earning sixty million dollars was losing sixty million. “Intuition”, one adviser observed, “will carry you while business is good and will desert you the moment business turns bad.” 

Here is the lesson every owning family should write upon its heart. Ownership is something a family passes down to its children. The skill to run a great company is something each generation has to build for itself, or buy in honestly from people who already have it. To know what you are good at, and to bring in fine professionals for everything else, is one of the highest forms of stewardship a family can practise. Maurizio came to it too late, and he came to it on borrowed money.

Lesson five: build the rules of the family before the quarrels begin

Through the 1980s, Gucci became famous for its lawsuits rather than its loafers. There were criminal complaints over forged signatures, with civil suits piled on top of them. An eighty-year-old patriarch had his office boxed up and emptied overnight. Brother was set against brother, and cousin against cousin. In all of this there was no family constitution, no family council, no shareholders' agreement worth the name, and, most damaging of all, no neutral person to whom a dispute could be carried before it reached a courtroom.

It is hard not to compare this with the Cartiers, whose story has appeared in these pages before. As far back as 1906, old Alfred Cartier wrote a dispute-resolution clause into the firm's founding documents. If his sons ever fell out, the matter would go to a named arbiter. The Cartiers kept a family council at a time when most families kept only their quarrels. They were not spared every grief. They were spared the spectacle of destroying one another in public. The Guccis had built no such structure, and so every disagreement had only two places to go, into silence or into court. Families reach for litigation when they have built nothing better to reach for. A constitution, a family council, a forum where grievances can be aired and settled inside the family, the habit of mediation in place of a lawsuit, these are the load-bearing walls of a dynasty. They have to be raised in the sunshine, because no one can raise them in the middle of a storm.

The reckoning, and a bitter irony

The end arrived quietly, in a lawyer's office, with the stroke of a pen. Worn down by the family wars, Maurizio first joined hands with the Bahrain-based investment house Investcorp to buy out his relatives. It was the first time an outsider had ever held a meaningful block of the family's shares. Then, drowning in losses he could not manage, he sold his own remaining half. On 23 September 1993, in the offices of a Swiss bank in Lugano, surrounded by lawyers and financiers, Maurizio Gucci signed away the last of the family's stake. After more than seventy years, not one Gucci owned any part of Gucci. Eighteen months later he was dead.

Here lies the cruellest irony of the whole story. Once the feuding owners were gone, the professionals turned a near-bankrupt company, within a decade, into one of the most valuable luxury brands on earth, its sales climbing from a few hundred million dollars into the billions. Everything Maurizio had dreamed of came true. The global house, the professional management, the modern marketing, all of it arrived. It simply arrived for strangers, while the family watched from outside the gates. The craftsmanship of the first generation, the genius of the second and the dream of the third all lived on. The family that had carried them was simply no longer there. That is the true shape of shirtsleeves to shirtsleeves. The wealth does not always vanish into thin air. Sometimes it just moves quietly out of the hands of the family that built it.

What the bag came to mean

Let me come back to that Gucci bag, bought in Singapore a quarter of a century ago with overtime money. For twenty-five years it was simply a beautiful thing, hard-earned and much loved. Since reading Forden's book, I cannot pick it up without thinking of the family whose name it carries. The bag has outlasted the family's ownership of the very company that made it. There is something almost unbearably poignant in that. A canvas cross-body bag, in a cupboard in India, has held on to its Gucci for longer, in a sense, than the Guccis themselves did.

Strip away the murder, the courtrooms and the couture, and the book leaves a business family with a handful of quiet instructions. Divide ownership in a way that feels fair to those who build the value, and be willing to revisit it as contributions change over the years. Give your children a genuine role in good time, before their talent curdles into resentment. Keep the family, the owners and the managers in clear view, and decide with open eyes where the people who marry in will stand. Earn the right to manage the business, or hand that task to those who have earned it. And raise your governance, your council and your means of settling disputes while the days are still calm, because none of it can be raised once the quarrels begin.

Guccio Gucci began with a craftsman's pride and a porter's eye for beauty. His grandsons inherited the genius and never learnt the grace of sharing it. The bags still sell. The name still shines. The family is simply no longer in the room where the decisions are made. Every dynasty would do well to keep that warning close.

A great family business is rarely destroyed in a single dramatic moment. It is undone slowly, across ordinary years, each time a family allows pride to win over governance. The House of Gucci shows us where that road ends. The ending of our own story is still ours to write.

Monday, March 9, 2026

Behind the Metrics: The Human Story of Entrepreneurship


This Book Review was first published by Forbes India on March 9, 2026; https://www.forbesindia.com/article/life/behind-the-metrics-the-human-story-of-entrepreneurship/2992056/1

Book Review: Unseen: The Untold Story of Deepinder Goyal and the Making of Zomato by Megha Vishwanath

Penguin Business, 332 Pages

In Unseen, Megha Vishwanath tells more than the story of a startup. She traces the making of Zomato alongside the making of its founder, Deepinder Goyal, placing both within the turbulence of India’s startup ecosystem. The book follows Zomato’s journey from an idea to a platform that reshaped urban consumption. Vishwanath attempts to move beyond hero worship (though not always successfully), and instead circles a harder question: what actually sustains a company once charisma alone is not enough?

Restlessness beneath recognition

Early in the book, Vishwanath asks, “…what happens when you finally become visible to the world… and still feel unseen by yourself.” She closes with, “Strangers recognised his face everywhere. But here, where it mattered most… he had disappeared.”

Read together, these lines capture the emotional truth of entrepreneurship: a restlessness that achievement cannot settle, and recognition that does not quiet the inner noise. Even after building at scale, much remains beyond one’s grasp. Vishwanath treats this not as contradiction but as condition, the human cost of ambition. Success does not resolve uncertainty. It merely changes its shape.

This is one of the book’s quieter strengths. It allows us to see the founder not only as builder, but as someone perpetually in motion, driven less by arrival than by unfinishedness.

Talent density, not founder mythology

One of the book’s most compelling insights is that Zomato’s edge was never just its founder’s drive. It was the depth of talent Goyal cultivated. Over time, he built what can only be described as a bench of founder-quality leaders, people capable of matching his momentum rather than merely executing instructions.

The organisation that emerges is not tightly hierarchical. It is loosely networked, powered by ownership and speed. Vishwanath captures this internal architecture well, showing how momentum becomes distributed rather than concentrated.

Yet here the book leaves an unresolved tension. While Vishwanath emphasises distributed leadership, the narrative remains deeply anchored in Goyal’s judgement and instinct. One comes away reassured about talent, but less certain about institutional durability. If the founder’s presence were to recede fully, would the culture hold? 

This feels especially relevant today. As of February 1, 2026, Goyal has stepped down from the executive role of CEO to focus on new ideas. At 43, he remains central to the company’s identity, still perceived as the connective tissue holding things together. Yet the book leaves behind a productive anxiety: who sustains such a fluid organism when its most catalytic presence recedes? Would Eternal endure if, hypothetically, Goyal ever decided to disappear to the mountains?

Capital with conscience

Vishwanath is clear-eyed about the startup ecosystem itself. Funding cycles, boardroom pressures and valuation swings are described without melodrama. In Zomato’s case, Sanjeev Bikhchandani, founder of Naukri.com and an early investor, emerges as a stabilising force.

More than capital, he brought governance, perspective and restraint. His role illustrates something important: when ambition is paired with experienced counsel, growth becomes more grounded. 

Communication as leadership

A particularly valuable thread in the book is the treatment of communication as leadership. Goyal’s letters to employees are a master class in clarity and transparency, especially the one outlining the qualities that define a founder’s mindset. Ownership. Speed. Intellectual honesty. Long-term thinking.

There is no ornamental language, no managerial fog. Just shared vocabulary and shared standards. In an ecosystem where ambiguity often masquerades as strategy, these letters show how culture is built deliberately, through words that people can internalise. Institutional depth, Vishwanath reminds us, does not come only from hiring talent. It comes from facilitating that talent to continuously push boundaries.

Risk, relationships, and orchestration

The book also captures the cultural risk embedded in entrepreneurship. For those shaped by predictable career paths, leaving a firm like Bain for uncertainty feels irrational. Vishwanath does not romanticise this leap. She shows the isolation, the strain on family and friendships, and the faith required to persist when outcomes are unclear. She also honours the invisible ecosystem around founders: parents who tolerate risk, friends who absorb volatility, early employees who commit before proof.

Zomato is often criticised for not having “invented” anything. Vishwanath offers a quieter rebuttal. Innovation is not always technological novelty. Zomato reorganised information, reduced friction, and saved time. Today, when bandwidth is limited and traffic relentless, that matters. Convenience, here, is structural.

The unseen work behind endurance

Most founder biographies, whether Ronnie Screwvala’s Dream with Your Eyes Open or global accounts like The Everything Store- Amazon or Shoe Dog- Nike, often reflect on companies that have already stabilised into institutions. They emphasise systems, scale, eventual clarity, and the founder who has himself become an institution or a steward.

Unseen operates in a more unsettled space. Zomato, at 17, is neither fledgling nor fully mature. It behaves with the urgency of a startup despite its scale. Unlike many managerial accounts of company building, Vishwanath goes inward. She examines the founder’s psychology, the proximity to failure, the strain on relationships, and the role of family and friends as silent partners in risk. 

She looks into the mind of a founder, who remains in the restless start-up founder phase. That interior focus distinguishes the book. 

Conclusion

At times Unseen reads like a fast-paced corporate thriller. But its deeper contribution lies in what it says about leadership and institution-building. It shows how governance and chaos coexist, how capital needs conscience, and how communication becomes culture.

And then it leaves you with a harder truth. The real test of ambition is not how brightly it burns in one individual. It is whether it can be distributed, absorbed, and carried forward by many. That is the unseen work behind every enduring enterprise. And that, ultimately, is what this book is really about.

Thursday, March 7, 2019

How Velvetcase is Mining India’s Passion for Gold


This interview was published in Management Briefs, Case Spotlight section, ISBInsight, on December 24, 2018

Velvetcase, a made-to-order jewellery company in Mumbai, is disrupting the manner in which India satisfies its voracious appetite for gold. ISBInsight talked to Dr Nupur Pavan Bang about the managerial takeaways and her experience in co-authoring the case with Professor Kurian Vikram.

ISBInsight: What was unique about VelvetCase, a made-to-order fine jewellery company, that got you interested in writing a case on them?

Dr Nupur Pavan Bang: Traditionally, people go to the jewellery store or the local jeweller with whom they are comfortable. They look at the pieces that are available in the store and buy the product. On the other hand, VelvetCase decided to make customised designs for people within their budget. They allowed customers to design the jewellery themselves.

Second, the value of the jewellery is so high, people would not traditionally buy jewellery online. But VelvetCase tried to change that mindset. Finally, in 2013, the Indian Government had raised the import duty on gold from 4% to 10% during the year. Gold prices were very high, contributing to India’s high current account deficit (CAD). VelvetCase promoter Mr. Kapil Hetamsaria had a good proposition where popularising low karat gold would help bring down the CAD to some extent while also catering to the Indian market’s love for jewellery.

velvet case,case interview

VelvetCase, given that their offering was different from traditional jewellery stores, had their task cut out to change consumer mindset about purchasing low karat gold. Could you share some details about their business model?

In jewellery stores, the business model is generally “product forward,” enabling the customers to choose from the pieces already at the store. But in VelvetCase, it is a consumer backed business model. 

VelvetCase wanted customers to wear jewellery that will suit their personal style. VelvetCase also had the first mover advantage in the online jewellery website sector. In India, the closest competitor was Caratlane, a Tanishq partner. But the other online portals did not offer much customisation.

VelvetCase went a step further and had a team speak to the customer to understand the purpose of jewellery purchase. For example, a customer wanted to buy a solitaire but was sceptical about the resale value.

The VelvetCase team advised her to not make the purchase only for resale as a solitaire’s value is derived from wearing it for daily use and not for re-sale purposes. VelvetCase worked closely with the customer to understand the purchase objective.

Customers could not physically try on the inventory in an online store. Therefore, VelvetCase first built mechanisms to evoke strong trust from the customers, such as 100% certified products from internationally reputed third-party labs and a 30-day return policy. Due to this, they not only increased their customer base but also had a 40% return customer base.

They created an augmented reality feature so that buyers could try on high value products. For example, to buy a ring, you could take a picture of your hand and upload it on the online platform, the ring would then come up on the finger with the help of augmented reality.
The use of cutting-edge technology and high imaging made this possible. A product video on the website demonstrated how a customised completed design would look on the customer. And there was great breath of product design, with over 200 designers working with VelvetCase.

A final factor was VelvetCase’s global reach, with English and Hindi interaction options and prices listed in Indian rupee and US dollars. To date, they offer services in US, UK, Singapore and India.

What are the unique features of the demand for gold in India that make it the largest consumer of gold in the world?

In India, gold as an asset class ranks much lower in the reasons why people buy gold. One main reason why people buy gold is for weddings or for religious purposes. Gold is considered an auspicious metal and a symbol of religious purity. In Hindu tradition, it is recommended to wear gold on certain occasions such as Dhanteras. Even if the price of gold goes up, people do not compromise on buying gold jewellery on these festivals.

Second, Indian marriages are great demand drivers for gold jewellery. From as early as the birth of a child, parents start collecting jewellery for the eventual marriage of the child. If it’s a boy, then it will be for the would-be daughter-in-law. Parents hold jewellery as a form of economic security they are giving to the child. It is considered as a last resort in terms of personal financial crisis. Also, it reflects economic status.

gold consumer,finance

What inferences arose from the case with regards to gold as an asset?

Gold is an asset class because it is a global currency. You can buy and sell gold in any part of the world without losing its value. Historically, gold has given good returns to the investors. It is also seen as a good hedge against inflation.

In India, almost 70% of the gold demand is in the rural markets. In these markets, it is very important to have an asset that can be easily sold or mortgaged to take care of urgent needs such as healthcare or buying irrigation equipment. 

In such cases, gold acts as an easily convertible asset into cash. You can find a pawnbroker in any corner of the country, even the remotest of regions. This option gives people an ability to finance their needs in an emergency.

However, VelvetCase is still struggling with the rural market. There are a few challenges here. One, availability of technology: almost everyone in India has a mobile phone, but they may not have access to a smart phone or high-speed Internet which will help them to use the features like augmented reality. Second, the mindset: it is easier to convince an urban buyer to go online and buy jewellery of high-value.

But it is very difficult to convince a rural buyer, who may not even shop on Amazon or Flipkart, to buy a piece of jewellery online. The touch and feel mindset may still exist. Third, the supply chain: while the delivery logistics might be well-developed in the urban areas and Tier 2 or Tier 3 cities, they may not be well developed in remote places. Given that these are very high value transactions, the products cannot be sent by any courier.

One conclusion arising from class discussions was that VelvetCase should tap into the rural market in the future to increase their revenues, as they want to reach their target of USD 100 million (approximately INR 7 billion) in the next couple of years.

Could you discuss this case’s relevance for business practitioners, whether from an online retail, investment or consumer psychology perspective?

There is a huge consumer mindset change already being witnessed. Previously, people would not even buy vegetables without feeling them. Today, they are willing to buy vegetables online apart from books, clothes and electronics. It is just a matter of time before more people start to believe in buying jewellery online too.

VelvetCase offers a reasonable price comparison to brick-and-mortar stores as they do not carry any inventory. They customise jewellery based on orders and import gold, gems and other jewellery components accordingly. They do not have the expenses of a brick-and-mortar store. Hence, they can sell jewellery at a more reasonable price.

Plus, they take care of the trust factor through certification, a lifelong exchange policy and 30-day return policy with no questions asked. With these features, it is just a matter of time before people start exploring and buying higher priced jewellery more frequently on the online marketplace. So, this is a trend worth noting. 

Especially if you look at the segment of working women between the age group of 23-45, they may not have time to go to different stores and try out pieces. They might prefer going online to a portal like a VelvetCase where the piece comes home, and they can return it if they don’t like it.

What were the unexpected takeaways in classroom discussions of this case study?

One common question was about funding. Kapil Hetamsaria is an entrepreneur and the idea that he had in 2012 was very new. The students wanted to know how he funded the startup. Initially Kapil Hetamsaria and Runit Shah, the co-founders, started with their own savings. They were able to get some funding subsequently. They raised about USD 1.1 million (approximately INR 70 million) in November 2014 and later in the second round of funding they got USD 1.5 million (approximately INR 105 million).

Students were also interested to know about high-ticket jewellery sales. It is one thing to buy jewellery worth INR 10,000 or INR 8,000 online. However, it is unheard of that customers would shop for their entire wedding jewellery online. VelvetCase actually made a record of sorts when they received and delivered a single order of ₹1.42 billion. The students found that quite unbelievable.

With innovation and persistence comes recognition. Due to the innovative business model and a laser focused approach towards customer satisfaction, VelvetCase is building a profitable, scalable and capital efficient business for the long term.

The company has been awarded as the “best ecommerce company in jewellery” three years in a row by India’s largest trade body – the Gems & Jewellery Export Promotion Council, Government of India (GJEPC). The large, fragmented jewellery industry is ripe for change with entrepreneurs like Kapil Hetamsaria leading the charge driven by technology.

About the Writer: 
Nikhila Chigurupati is a Content Associate at the Centre for Learning and Management Practice at ISB.

About the Case:  
Bang, N.P., Singh, P., Kuriyan, V, 2014. India’s Passion for Gold: VelvetCase. Indian School of Business case. Harvard Business Publishing. Available at: https://www.isb.edu/research/cases/indias-passion-gold-velvetcase