There's good stuff here, but one worry... The stuff about fading customer acquisition and needing to upsell existing customers more... This sounds an awful lot

There's good stuff here, but one worry... The stuff about fading customer acquisition and needing to upsell existing customers more... This sounds an awful lot like the trap that many "mature" companies get into where growth levels off and they switch their focus to squeezing the maximum amount of revenue out of existing customers. There's a tradeoff, and all of the business practices involved in squeezing more out of the "captive audience"--pricing, UX, everything--drive some customers away and alienate other prospective customers. This drives the need to squeeze even more out of captive customers, and the business and their most entrenched customers begin to circle each other in a deadly embrace. The author isn't advocating any of this, of course, it's a post about UX. But I did get that feeling like the argument was part and parcel of this dilemma facing businesses as they mature.