> they have paying and active customers who want improvements
My experience is that when software reaches a certain level of maturity, major 'improvements' to the UI are driven very much not by the users.
> Not enhancing UX because some users might have already gotten used to the current setup is rather shortsighted
Perhaps. It depends proportion of 'some'. 1%..99%, it depends doesn't it. You're pushing for change with no quantification of the value of it. If it ain't broke, don't fix it, so first find out if it's broke.
My experience is that when software reaches a certain level of maturity, major 'improvements' to the UI are driven very much not by the users.
> Not enhancing UX because some users might have already gotten used to the current setup is rather shortsighted
Perhaps. It depends proportion of 'some'. 1%..99%, it depends doesn't it. You're pushing for change with no quantification of the value of it. If it ain't broke, don't fix it, so first find out if it's broke.