Of course, as 'users', we're not 'customers' either. While a certain percentage (damifino what that number is though) of users are actual customers making buy/no buy decisions, they are small potatoes, and have a very limited 'voice'. (Even if there are a lot, they each speak for only a small number of licenses each)
Large purchase and subscription decisions are invariably made by non-users - CIO, CEO, CFO, etc. They are Autodesk's primary customers, and problems, glitches, weaknesses, strengths, benefits, advantages, etc are pretty much irrelevant to the deal makers.
disclaimer -- i'm both a user and a customer - but my single commercial license of ACAD software does not give me a voice that Carl Bass will ever hear.
Now, if Black & Veatch, CH2MHill, and a half dozen of other multi-thousand seat firms canned their subscription and switched to BricsCAD -- that CB would hear.