TLDR Tech / Founders
Do You Treat Your 20-Year Customers Worse Than Your New Ones? You Probably Do
Lemkin describes the "20-year tax," where long-standing, loyal customers are often underserved compared to new clients. This occurs because established customers have already committed and integrated, while new logos receive extensive attention, CEO involvement, and free custom integrations. This pattern is prevalent in many pre-AI B2B companies, where CSMs frequently change, and historical successes or referrals are overlooked.
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