DECISION-MAKING4 MIN READ
One big client or many small users?
Weigh a high-dollar account request against a broader user need using RICE assumptions.
The trade-off is concentrated revenue risk versus broad product leverage. Choose the renewal work when churn evidence is strong, the feature generalizes, and effort is bounded. Choose the setup fix when reach is much larger, confidence is higher, and the custom request would create ongoing maintenance cost.
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