So how did they do it? Well, once the executive team decided to pursue this model, it committed itself to relentlessly overcommunicating. The idea was to drown controversy with transparency, but they needed slightly different messages for each of their core constituencies. They started with their employees. There were some pretty serious organizational changes that had to happen. If some long-term employees were freaking out, you could certainly empathize. The finance team had to move from simple transactional sales to suddenly billing three to four million individuals every single month. The
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