It's always unfortunate when a presumably valuable asset - CS:GO brought in over $400M in 2018 [1] - does not receive the attention it deserves, nonetheless requires, for continued successful operation.

We see this with other games as studios spend more time preparing "future IP" and less time preserving their existing. One example is Bungie's Destiny franchise. Studios need to continue monitoring - and interacting with - their playerbase to find a middle that satisfies all. Bungie made a decision a few months ago that has been reversed, per community feedback about the massively negative impact said decision would have on the game and its playerbase.

Studios like Valve, Bungie, and others truly need to step up what is essentially customer service, especially as the digital entertainment market only continues to grow and open up even more opportunities for success than before.

[1] https://www.statista.com/statistics/808773/csgo-revenue/