I suspect large companies vs. small companies is another big part of the problem. What I mean is that in small companies, there's usually only one or two layers between the owner(s) and the lowest-level employees. Which means that usually, everyone making management decisions is well aware of the needs of the company and where the company's profits actually come from. It's (usually!) only in large companies with half-a-dozen (or more) layers between the CEO and the workers that you can end up with the kind of empire-building, turf-guarding management that turns a company sclerotic, and makes decisions like selling off / discontinuing a service that was a key part of what their clients needed.