At Intercom, a company experiencing rapid growth, they have developed a strong set of foundational principles to guide their organization in managing infrastructure costs. Their cost program is centered around maximizing efficiency while growing and serving new customers at scale, by taking a reactive approach to cost management, prioritizing opportunities based on impact, centralizing governance, monitoring ongoing spend without surprises, automating zero-touch costs, and empowering engineering teams with clear data and actionable insights. By implementing these principles, Intercom aims to minimize developer friction and maximize returns while maintaining a strong focus on product delivery and customer satisfaction.