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Scratch Your Own Itch (Replay)
REWORK
The Freedom of Saying No
Having the freedom to say no without risking the existence of the company can be empowering and intoxicating. Basecamp's experience with Twitter as a high-consuming customer led them to set a higher price to manage the account better. However, the company felt obliged to provide personalized service, demonstrating the unintended consequences of pricing decisions.
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