Ghada Ismail

If you’ve ever clicked that “return item” button after buying something online, you’ve already taken part in reverse logistics, even if you didn’t know the term existed.
For startups in Saudi Arabia and across the MENA region, this behind-the-scenes process isn’t just a technical detail. It’s quietly shaping customer loyalty, cutting costs, and even opening up fresh revenue streams.

So, What Exactly Is Reverse Logistics?

Think of it as the product’s journey home.
It’s what happens when goods travel from the customer back to you, for a refund, a repair, recycling, or proper disposal. Forward logistics moves products toward customers; reverse logistics does the opposite.

And in Saudi Arabia’s booming e-commerce scene — forecast to exceed SAR 50 billion by 2025 — returns are on the rise. Globally, between 15%–30% of online purchases get sent back. Our region is no different. For a young business, ignoring reverse logistics is like running a store with no door for customers to walk back in.

Why Startups Should Care

1. Winning Repeat Customers
Shoppers here expect convenience. If returning a product is quick and painless, they’ll come back. In a market where it costs a lot to win a customer, it makes sense to keep them.

2. Avoiding Operational Chaos
Without a plan, returns can become a nightmare between rushed pickups, lost items, and confused inventory systems. The earlier you set up a clear process, the fewer headaches later.

3. Saving Money and Going Green
Not every return is a loss. Many items can be refurbished, resold, or recycled. With Saudi Arabia’s Vision 2030 pushing sustainability, turning returns into a green initiative can pay off in more ways than one.

4. Learning from Every Return
Returns tell you a story: maybe a size runs small, maybe the packaging is weak, maybe delivery was too slow. Each one is a clue for improving your product and your service.

Making Reverse Logistics Work for You

• Team up with third-party logistics (3PL) providers: like Aramex, SMSA, or regional fulfillment startups offering returns as part of their package.
• Use tech:  apps like Fetchr or Quiqup make it easy to track returns, print labels, and keep customers updated.
• Be transparent: a clear, friendly returns policy on your website builds trust instantly.

A Saudi Success Story

One local example is Cartlow, a Riyadh-based re-commerce platform. Cartlow specializes in returned, overstock, and refurbished products, turning what could be waste into a profitable business.
By building reverse logistics into their model from day one, they’ve managed to partner with major retailers, process high volumes of returns efficiently, and resell items at discounted rates. Not only does this reduce landfill waste, but it also taps into a growing market of value-conscious shoppers. 

Wrapping things up…

Reverse logistics isn’t just an operational chore; it’s rather a powerful growth strategy. For startups in Saudi Arabia and the MENA region, nailing it early means happier customers, lower costs, and a stronger brand.
Because in business, just like in life, sometimes the way back is just as important as the way forward.

Ghada Ismail

Delayed insurance reimbursements remain one of the most pressing financial challenges for healthcare providers across the MENA region. Klaim, a healthtech and fintech hybrid, is addressing this issue by offering AI-powered solutions that accelerate claims processing and improve cash flow predictability for clinics and hospitals. Backed by a recent $26 million funding round, the company is now scaling its presence in key markets—particularly Saudi Arabia—where it aims to support the Kingdom’s ambitious healthcare transformation goals. This interview digs deeper into the company’s strategic priorities, the role of AI in healthcare finance, regulatory considerations, and the partnerships that are shaping its expansion.

You’ve just secured $26 million in funding. What are the top priorities Klaim will focus on as you scale across the MENA region?

Our top priority is to empower small and medium-sized healthcare providers by accelerating their claim payments with insurers, the Ministry of Health, and other government payers. We’re also building an AI-powered TPA solution tailored to the KSA market, enabling faster and more predictable payments between providers and insurers.

What inspired you to focus on solving payment delays in healthcare?

We saw a real problem: healthcare providers working tirelessly to care for patients while struggling with slow and unpredictable payments. Insurers and reinsurers often take months to settle claims, putting providers under intense cash flow pressure just as their operating costs are rising. We wanted to fix that.

Klaim uses AI to forecast insurance payment behavior. Can you walk us through how this works and what makes your system more effective than traditional claim processing methods?

Our AI-driven RCM module analyzes each provider’s specific payers and their historical behavior. Our system evaluates, predicts, and automates approvals on monthly transactions. This predictive intelligence gives providers visibility on when to expect payments and unlocks cash flow with accuracy that traditional processing simply can’t match.

Healthcare payments are notoriously complex. What were the biggest technical or regulatory challenges you faced building a fintech solution in this space?

One major challenge is the lack of compliance from some payers regarding regulated claims settlement timelines. Payment behaviors change frequently, making it hard for providers to plan. Our solution had to account for this complexity while staying fully compliant with healthcare and financial regulations in each market.

Saudi Arabia has been a big focus for you lately. Why is the Kingdom such an attractive market for Klaim’s growth, and how are you adapting your model to fit its healthcare ecosystem?

Saudi Arabia accounts for nearly 70% of the GCC healthcare market, with over 5,000 accredited providers dealing with insurers. To succeed there, we’ve tailored Klaim’s platform to comply 100% with local regulations while addressing providers’ growing operational needs. This ensures their revenue cycle becomes faster, smoother, and future-ready.

How are you ensuring compliance with evolving AI regulations, especially with Saudi Arabia’s digital health sandbox initiatives?

Klaim is certified by the Saudi CHI for RCM services and fully integrated with NPHIES across eligibility, pre-authorization, claims, and payments. We prioritize compliance to ensure providers can trust us to accelerate their payments without risking regulatory setbacks.

How important are local partnerships like Tharawat Tuwaiq to your business model in Saudi Arabia, and are you pursuing other collaborations in the Kingdom?

Tharawat Tuwaiq is a crucial partner, providing financial support and credibility as we scale. That said, our long-term vision is to build a fully independent operation to process payments even faster and strengthen market trust in our brand.

With growing investor interest in health tech, what’s your message to VCs looking to understand the true ROI potential of healthcare fintech solutions like Klaim?

The ROI is clear: providers urgently need solutions that ease financial stress from delayed insurer payments. By combining our AI-driven approach with strong messaging and targeted marketing, Klaim delivers real value – freeing providers to focus on care while improving their financial health.

Is Klaim considering working with public-sector entities in Saudi Arabia to support Vision 2030 health goals, or will you remain focused on private healthcare providers?

For now, our focus is on building a strong base with private providers. Public sector collaborations may come later, selectively, and ideally with regulator recommendation to ensure strategic alignment.

What’s next on your roadmap?

We’re focused on deepening partnerships with the CHI and Saudi regulators to streamline payments, integrate seamlessly with NPHIES Pay, and continue expanding our platform to support the Kingdom’s healthcare transformation goals.

Kholoud Hussein 

Saudi Arabia is undergoing a profound transformation in the startup ecosystem. No longer is innovation confined to Riyadh—the Kingdom’s startup landscape is branching out into a multi‑center network that includes Jeddah, Dammam, Medina, and Giga-project locales like NEOM. Supported by Vision 2030 policies, billions in venture capital, and mega‑projects serving as innovation anchors, these regional hubs are becoming dynamic launchpads for home‑grown and global entrepreneurs.

The Capital at the Core: Riyadh’s Rise as a Global Ecosystem

Riyadh has cemented itself as Saudi Arabia’s dominant startup city, climbing 60 places in just three years to rank 23rd globally in the 2025 Global Startup Ecosystem Report by Startup Genome—making it third in the MENA region. Since 2018, over $2.6 billion in VC capital has flowed into Riyadh startups, backed by government‑linked funds like SVC, Jada, and PIF. Khaled Sharbatly, Chair of the National Entrepreneurship Committee, emphasized: “We are committed to positioning Saudi Arabia as a global hub for entrepreneurship and innovation.” The capital’s infrastructure—including KAFD (King Abdullah Financial District) and Digital City—provides state-of-the-art office spaces, regulatory support, and direct access to institutional anchors like Tadawul and major corporates.

Diversification Beyond the Capital: Jeddah, Dammam, Medina in Focus

While Riyadh leads, other cities are gaining traction. According to the 2025 StartupBlink index, Jeddah entered the top 10 in the Middle East, and Dammam rose to 12th. Medina debuted in the global top‑1000 ecosystems, signalling the real spread of entrepreneurial activity.

In Jeddah, proximity to the Red Sea and ease of trade are vital assets. Startups in logistic tech, tourism, and digital health benefit from the city’s port access and cosmopolitan energy. Likewise, Dammam and the Eastern Province tie into industrial clusters in Sudair and Khobar, anchoring innovation around energy tech, cleantech, and industrial IoT.

Medina’s Knowledge Economic City (KEC), a project launched in 2006, is being repositioned as a knowledge hub supporting startups. Its partnerships with Cisco and CompTIA aim to create a tech-savvy workforce in the city. This shift illustrates how economic cities are rejuvenating local entrepreneurship beyond metropolitan centers.

Giga-projects as Startup Magnets: NEOM, Qiddiya, The Line

Perhaps the most distinctive phenomenon in Saudi’s startup geography is the role of giga-projects as living innovation labs. NEOM has pledged $500 million in partnerships through its NEOM Investment Fund to invite startups in mobility, robotics, AI, and smart infrastructure. Sultan Alasmi, CEO of the e-commerce enabler Zid, said: “Saudi Arabia’s giga-projects, especially NEOM, offer a once-in-a-lifetime opportunity for startups to develop solutions that integrate with smart city frameworks.”

The upcoming The Line, a 170‑km car-free smart city, will mandate sustainable infrastructure, autonomous transport, and AI‑driven governance—offering fertile ground for startups working in urban tech, clean energy, and IoT. Entrepreneurs in sustainable hospitality, immersive tourism, and blockchain-based booking systems are already positioning to serve these hubs.

Policy and Institutional Infrastructure Across Regions

Saudi Arabia’s national policies underpin the rise of regional startup hubs. Agencies like Monsha’at, SVC, and Jada are building an inclusive ecosystem across cities. Monsha’at’s Deputy Governor for Entrepreneurship, Saud Al‑Sabhan, noted: “The public sector’s role in creating a highly supportive business environment … is developing a landscape where the initial hardships of starting a business can be overcome.” 

Simultaneously, venture capital companies such as SVC have deployed SAR 5.2 billion into early and growth-stage startups by Q1 2024, with over 22% going to AI‑focused ventures.

Cities like Jazan are being equipped with Special Economic Zones that aim to attract $2.93 billion in foreign investments by 2040, positioning yet another hub for innovation along the Red Sea port corridor.

Sectoral Strengths in Regional Hubs

Each emerging hub is developing unique sectoral strengths:

• Riyadh dominates in fintech, cybersecurity, smart cities, digital health, and AI, hosting over 200 fintech firms.
• Jeddah thrives in e‑commerce and logistics, thanks to companies like Sary, Jahez, and Noon—each significant Riyadh success stories that have roots in the Red Sea corridor.
• Eastern Province / Dammam is aligning startup activity with industrial tech and energy transition, while Jazan SEZ targets agro, logistics, and port-enabled tech.
• Medina’s KEC is focusing on edtech and IT workforce development—intending to convert academic research into commercial ventures.

Events and Investment Platforms Fueling Local Growth

Annual flagship forums like LEAP Tech have expanded beyond Riyadh to engage startup founders citywide. LEAP 2024 hosted over 215,000 visitors, 600+ startups, and 1,600 investors, announcing up to $11.9–13.4 billion in investment commitments. Moreover, LEAP is set to expand to cities like Jeddah and Dammam, highlighting the push for geographic inclusion.

These events amplify the visibility of regional innovators and connect founders directly with capital, enterprise buyers, and tech partners.

Talent, Academia, and Regional Collaboration

Regional cities benefit increasingly from integration with academia. For example, KAUST and King Saud University are bridging R&D to market through spin-offs and incubators. Medina's KEC is doing the same via ICT partnerships with Cisco and CompTIA.

Moreover, the spread of entrepreneurship into suburban and rural areas is enhancing talent diffusion. Former corporate professionals in secondary cities are increasingly founding startups, bringing experience, maturity, and local relevance.

Regional Hubs: Challenges and Diverging Prospects

Despite the progress, regional hubs face challenges. Riyadh remains the dominant center, with access to capital, foreign investors, and customer pipelines. Cities like Jeddah or Dammam still capture smaller shares of VC flows. Diversifying regional funding and creating city-specific startup funds may be a necessary next step.

Talent gaps persist—regional universities struggle to match the output of major institutions, and specialized AI or IoT talent tends to centralize in Riyadh. Regulatory alignment across provinces is uneven, requiring coordination to make multi-city scaling smoother.

However, venture leaders see opportunity: “Startups must move fast, network aggressively, and seek partnerships with giga-project stakeholders. Neom and Qiddiya won’t wait for entrepreneurs who aren’t ready to scale.”

Looking Ahead: A Network of Real Startup Cities

Saudi Arabia is transforming from a single‑city startup ecosystem into a network of startup cities, each with its own strategic identity:

• Riyadh: Finance, AI, digital infrastructure.
• Jeddah: Port-driven logistics, tourism tech, e‑commerce.
• Dammam / Eastern Province: Industrial tech, energy, smart manufacturing.
• Medina (KEC): Edtech, ICT skill incubation, academic spin-offs.
• Giga-project zones: NEOM, The Line, Qiddiya as controlled innovation zones with global reach.
• Jazan SEZ: Export-oriented logistics and agricultural technology.

Supported by $3.8 billion in venture capital in 2024, with major support from Monsha’at, SVC, PIF, and other agencies, the ecosystem is maturing rapidly.

What was once a centralized ecosystem in Riyadh is now blossoming into a multi-node innovation engine across Saudi Arabia. As Riyadh solidifies its global ecosystem ranking, other cities like Jeddah, Dammam, Medina, and giga-project hubs are emerging as specialized innovation clusters—each offering distinct resources, sector focus, and institutional support. This distributed model not only promotes economic diversification but also aligns with Vision 2030’s ambition of a technology-driven, knowledge-based economy.

As government policies evolve, capital becomes more widespread, and startups increasingly operate beyond city borders, Saudi Arabia is crafting a future where every region is a startup city with its own narrative, potential, and global competitiveness.

Ghada Ismail

Every founder loves seeing new customers roll in. But behind every click, sign-up, or sale, there’s a cost, and if you’re not keeping track, you might be spending more than you realize. That’s where Customer Acquisition Cost (CAC) comes in.

CAC is a simple but powerful metric: it tells you how much it costs to bring in one customer. Whether you’re running Instagram ads, hiring a sales rep, or giving first-time discounts, CAC gives you clarity on whether your growth is smart or just expensive.

How Do You Calculate Your CAC?

It’s easier than it sounds:

CAC = Total Marketing and Sales Spend ÷ Number of New Customers

Let’s say you spent SAR 10,000 this month on ads, influencer marketing, and sales tools, and that brought you 100 new customers.

Your CAC = 10,000 ÷ 100 = SAR 100 per customer

That means each customer costs you SAR 100 to acquire.

Why Startups Should Track CAC Closely:

 Your Cash Won’t Last Forever

Startups don’t have the luxury of unlimited budgets. If CAC is too high, you could run out of money before you ever turn a profit.

It Shows What’s Actually Working

When you measure CAC across different channels—like TikTok ads vs. referrals—you can see where you’re overspending and where you’re winning.

 Investors Look at This First

If you’re fundraising, investors will ask: “How much does it cost you to grow?” A healthy CAC shows that you’re not just growing fast; you’re growing smart.

What Counts Toward CAC?

• Paid ads (Google, Meta, TikTok)
• Marketing team salaries
•  Sales commissions
•  Content creation or influencer costs
• Promo codes or first-time buyer discounts

 You shouldn’t include things like product development, rent, or support for existing customers. CAC is all about getting new ones in the door.

Is Your CAC Too High?

To find out, compare it to your Customer Lifetime Value (CLTV), which is the total amount of money one customer brings in over time.

As a general rule:
LTV should be at least 3x your CAC.

If one customer brings you SAR 300, and it costs you SAR 100 to acquire them, you’re doing just fine.

How to Bring CAC Down

• Lean into organic growth: like SEO and customer referrals
• Fix leaks in your system: make sign-up or checkout easier
• Get specific with targeting: so you’re not wasting budget on the wrong people
• Retain your customers: happy users become your cheapest marketers

Conclusion: Don’t Just Chase Growth, Understand the Cost First

When you’re running a startup, every riyal matters. CAC isn’t just another marketing number; it’s rather a reflection of your strategy. It shows you where to invest, where to cut back, and whether you’re building something sustainable.

So track it. Understand it. And make sure that as your startup grows, your cost to grow doesn’t go out of control.

Kholoud Hussein 

Launching a startup is an exhilarating experience — full of passion, ambition, and endless to-do lists. But while every founder dreams of building the next big success story, statistics show that over 90% of startups fail, many within the first few years. Often, the reason isn’t bad luck or external threats; it’s internal missteps that slowly undermine the business from within.

Whether you're a first-time founder or a seasoned entrepreneur, here are 18 critical mistakes that can quietly — or suddenly — kill your startup:

1. Building a Solution for a Nonexistent Problem

Many founders fall in love with their idea without validating market demand. If your product doesn’t solve a real, painful, and frequent problem, it won’t gain traction, no matter how innovative it is.

2. Ignoring Customer Feedback

Even if you launch with the perfect product, failing to adapt based on user feedback means you're not evolving. Startups that don’t listen, iterate, or pivot quickly fade away.

3. Choosing the Wrong Co-founder

Co-founder conflicts are among the top reasons startups fail. Misaligned values, egos, or unequal commitment can poison the team from within.

4. Hiring Too Fast or Too Soon

Premature hiring — especially before product-market fit — can drain cash and create inefficiencies. A bloated team can sink a young company fast.

5. Lack of Focus

Trying to do too many things at once often means doing none well. Startups should focus on solving one core problem brilliantly before scaling horizontally.

6. Burning Through Cash Without Discipline

Raising funding isn’t the goal — building a sustainable business is. Poor cash flow management, unnecessary expenses, or hiring without revenue plans can lead to quick bankruptcy.

7. Ignoring the Competition

Thinking you have no competitors is naive. If your problem is real, someone’s either already solving it or about to. Ignoring competition blindsides you to market movements.

8. Not Knowing Your Metrics

If you don’t know your CAC, LTV, churn rate, or burn rate, you’re flying blind. Numbers help you make better decisions and attract smarter investors.

9. Weak Branding and Messaging

A great product with poor messaging won’t resonate. Your brand, positioning, and storytelling are just as important as your code or design.

10. Failing to Market Early

"Build it and they will come" is a myth. Start building your audience and generating awareness before you launch.

11. Underestimating the Sales Process

Many startups focus heavily on product development and overlook sales. But no matter how good your product is, if you can’t sell it, you won’t survive.

12. Overcomplicating the Product

Feature overload can lead to confusion, bugs, and longer development cycles. Simplicity is often a startup’s biggest strength.

13. Ignoring Legal and Compliance Issues

From IP ownership to data protection laws, early negligence in legal matters can lead to lawsuits or operational shutdowns later on.

14. Choosing Investors Poorly

The wrong investor can pressure you into growth-at-all-costs, take over your board, or interfere with your vision. Money is important — but so is alignment.

15. Scaling Prematurely

If you scale (team, marketing, product) before hitting product-market fit, you risk burning resources on a model that doesn’t work.

16. Lack of Resilience or Patience

Startups are marathons, not sprints. Founders who expect overnight success may quit when the inevitable rough patches appear.

17. Neglecting Company Culture

In early-stage startups, culture is formed by default or by design. Toxic culture, lack of transparency, or unclear communication can break down even the most promising teams.

18. Failing to Adapt

Markets change. Technologies evolve. Consumer behavior shifts. Startups that are rigid, slow, or resistant to change don’t last.

Most of these mistakes are avoidable — but only if you're honest about them. Building a startup is as much about strategic discipline as it is about having a clear vision. Founders who remain humble, data-driven, and open to learning from failure are those who beat the odds.

A startup doesn’t die in a day. It dies by a thousand small cuts, many of which are listed above. Spot them early, course correct when needed, and always stay close to the problem you're solving and the people you're solving it for.