SaaStr's Jason Lemkin highlights a counterintuitive problem: companies treat their oldest customers worse than new prospects. His evidence comes from Adobe Marketo, where the legacy marketing automation platform broke its unsubscribe link for weeks—and blamed the customer. Lemkin argues this reflects a broader pattern: long-term customers get minimal product investment or support, while new ones receive white-glove treatment. Your most loyal customers end up with the worst experience.

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