One thing I’ve noticed is that when companies are focused on getting new customers they often improve the product in ways that make it meet the customer’s needs better. This helps it attract those new customers. In contrast when companies switch to increasing the value they get from each customer they generally introduce a lot of on-their-face anti-customer quality of life things that drive up short term engagement. This may be significant part of the story of company churn. Once a company is in the ‘exploit’ existing customer base phase it is probably nigh impossible for them to go back and they are on a slope that will orient them increasingly towards the least discerning most easily exploited customers.
One thing I’ve noticed is that when companies are focused on getting new customers they often improve the product in ways that make it meet the customer’s needs better. This helps it attract those new customers. In contrast when companies switch to increasing the value they get from each customer they generally introduce a lot of on-their-face anti-customer quality of life things that drive up short term engagement. This may be significant part of the story of company churn. Once a company is in the ‘exploit’ existing customer base phase it is probably nigh impossible for them to go back and they are on a slope that will orient them increasingly towards the least discerning most easily exploited customers.