The “20‑Year Tax”: Why Loyal SaaS Customers Get Short‑Changed
Long‑standing SaaS clients often face price hikes, poor support, and blame‑shifting, while new logos get white‑glove onboarding and executive attention. Lemkin calls this the “20‑year tax,” a systematic bias that punishes loyalty and can erode revenue stability. Understanding and fixing it could keep your best customers profitable.