DO YOU TREAT YOUR 20-YEAR CUSTOMERS WORSE THAN YOUR NEW ONES? YOU PROBABLY DO

Summary from the TLDR Founders newsletter

Lemkin names the "20-year tax" where loyal customers get squeezed because they've already signed, integrated, and trained their teams while new logos get war rooms, CEO involvement, and free custom integrations, a pattern running through nearly every pre-AI B2B company where the CSM rotates every 14 months and nobody remembers the case studies or referrals.