No, it said that for some products, the pricing was elastic. And under those circumstances, it still might not make sense to charge as much as you can. Even though you avoid support costs like that, it means fewer people are using and talking about your product. If people aren't telling their friends, you're missing out on a lot of free advertising.
There's a lot that goes into pricing, and most of it is not obvious at all.
Who care how many people are using your product? The purpose of a business is to make profit for its owners. I'd rather have a business that had one customer that made 10x profit than one that had 100M customers and and made 1x profit.
There's a lot that goes into pricing, and most of it is not obvious at all.