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> Last summer I tried using the app again and my first reaction was “omfg why do people even use this thing, it can be so much better”. But people didn’t see it that way.

This part resonated with me quite a bit. However, I've often found that a certain percentage of these people are sometimes willing to pay for support or having specific features added. Especially when using your software can save the organization a tangible dollar amount.

I've personally been on both sides of this equation.

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