Case Study Analysis of Zomato Gold Platform Overreach - IMB 811

This case study provides an in-depth analysis of Zomato's Gold platform, examining its business model, strategic decisions, and the challenges it faced. The study explores the evolution of Zomato Gold, from its initial launch to the overreach that led to dissatisfaction among both customers and restaurant partners. It investigates how the two-sided network effects turned negative, the impact of subscription policy changes on customer loyalty and restaurant profitability, and the reasons behind the restaurant revolts. The analysis further delves into the challenges inherent in the two-sided business platform model, presenting a diagram of Zomato's key stakeholders. The study concludes by evaluating the impact of Zomato’s decisions on its stakeholders and offering insights into the platform’s future.