I wonder if this is connected to the layoffs they've had. Cancelling marginal product lines and focusing on core competencies sounds great in theory, but the actual process can be messy and generate ill will. An "overstaffed" company is surely more likely to "go the extra mile" in a way that customers will often remember (e.g. by assigning a skeleton crew to maintain this thing or open source it).
Imagining some parallel to the adage, "the only people who will remember how late you worked are your family". Something like, "the only people who will remember the products you cut are your customers"?
