"‘this one person says they can’t do this one thing on the platform,’ and then we have to run around chasing some outlier use case for one person"
I've been in a similar situation. The whole company jumps every time this one Special customer says so. The whole company folds when the Special customer stops using the product after all the other customers have left because none of their concerns were ever addressed.
There are probably cases where, for better or for worse, one Very Special Customer _can_ dictate to a company. However, and this is important, unless you are actually in the kitty litter industry, that customer should not have the words "cat" and "turd" in their name.
It's probably an urban legend, but I read somewhere that at Amazon, they had a secret, special frontend just for Bezos's account. Whenever he went into a fit of product micromanagement, they'd add his requested feature to the "Bezos frontend" to mollify him, but without polluting the working (public) product. Like I said, probably an urban legend, but I've seen the pressure at other companies that would incentivize this kind of activity.
I've been in a similar situation. The whole company jumps every time this one Special customer says so. The whole company folds when the Special customer stops using the product after all the other customers have left because none of their concerns were ever addressed.