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In the mid-1990s, America Online was enjoying exponential growth when it almost came a cropper. AOL's infrastructure wasn't able to support the increasing crush of new customers, and the online company soon developed an annoying habit of being offline too often.

I remember a senior company exec at the time describing how the top brass was caught off guard by the seemingly sudden avalanche of complaints and negative coverage in the press. It was as if someone flipped a switch, and AOL went from darlings to dolts. Steve Case and his management team ultimately threw a ton of … Read more