What's with the disagreements? His argument is against the claim that "'simple' is unilaterally better for your business." He's entirely correct. At some point, you'll have to go out and get new customers if you want continued growth. Public companies - the commerce variety he mentions specially - are implicitly required by shareholders to show such growth if they are to remain relevant. And so, you'll have to find ways to make that happen. Upselling seems to be one such source.