> While in theory building rapport and loyalty sounds nice, what you actually end up doing is spending a lot of time on the people who ask the most of you, but their subscription dollars aren’t worth more, and they’re rarely satisfied. You end up feeling taken advantage of.

This seems an incorrect assumption, or at least a conclusion built on incomplete information and consideration of additional factors. The first one that comes to mind is that these customers will on average be the heaviest users. That doesn’t make them less valuable, that makes them the exact ones most like to be willing to refer others to your product and the most able to do so with specifics on their recommendations and, hopefully, a positive endorsement of the service received, not just the product features.

This implies another aspect as well: even if good support weren’t to get you wider positive awareness, poor customer service and even average service that nonetheless has more negative recommendations to other can lose you business, and that too can have a compounding effect.

In general there’s also no getting around the fact that a smaller number of people will (or should) have disproportionate support requests, unless you’ve got a very homogeneous user base with homogenized use patterns. Or your products &/or documentation are of poor quality.

It’s probably not a bad idea also to take most support requests that aren’t inherently specific to a customer and require intervention as an opportunity & need to review your documentation, perhaps auto surface the most relevant bits it when a person submits a request with a an option “if this answered your question click here and we’ll mark your message as resolved, otherwise we have it, and will be in contact with”.

There’s no getting around the need to provide support and it’s possible for some businesses there could be an ideal global min/max that provides least effort & service cost for then elasticity of price & quality and customer tolerance, but I think if you find yourself in the mindset of “what’s the worst I can get away with” instead of “most I can afford to optimize long term contentment and good will referrals, you could be looking at things wrong. I’m not sure what “relationship” should mean in any case, if not something like what I’ve described.