I agree 100%. In my view every change you make to your software (that is not a bug fix) is just as likley to reduce the perceived value for your current custo

I agree 100%. In my view every change you make to your software (that is not a bug fix) is just as likley to reduce the perceived value for your current customers as to increase it. Spread these changes over time and you segment the customer base across different states of pleased and unhappy. Naturally as the customer base denormalizes against any given state affinity you reduce the overall population's feelings about your app. IMHO this is one of the hardest problems to solve with long lived applications. What changes can be made, what features can be added or changed and what "look and feel" changes can be made without tilting the affinity of the current users vs expanding the value proposition for new ones.