From a human perspective, you are caring for your customers, which are the people who care the most about your product - hey, they use it all day. I think you are amazing for caring so deeply, and I admire it.

From a business perspective, your company has finite resources. It has to decide to invest in getting new customers or in retaining existing ones. This decision would depend on several things such as churn rate of current customers, potential customers, value of locking in more customers up front.

Your concerns are valid. Keep empathizing with your customers. But also be aware of the big picture of the company from a business perspective.