These technology failures during a major scaling event — dubbed success disasters — weren't alone. Ticketmaster's failure during their scaling event was just one kind of success disaster — the overburdening of the system's capacity. Success disasters may be common, but that doesn't make them acceptable, especially if a company is offering products or services considered essential. The right answer really depends on the starting point and what scaling events are anticipated. Even on a smaller (but still substantial) scale, Urban keeps this in mind to avoid her own success disaster.

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Persons: Taylor, SeatGeek, clamoring, —, Spencer Kimball, Kimball, Masa Kabayama, Kabayama, Paula Urban Organizations: Ticketmaster, Labs, Google, Uplift Labs, MLB, NBA, Apple, Houston Livestock, Taylor Swift Locations: onboarding