It's following the trend of nearly every startup ever made. * Newcomer trying to gain traction. They'll do just about anything to make and keep customers in th

It's following the trend of nearly every startup ever made. * Newcomer trying to gain traction. They'll do just about anything to make and keep customers in the name of top-line growth. This includes expensive labor and human costs. * Grow into a successful business. Start feeling the pains of "infinite growth". * Realizing revenue can't grow indefinitely, they start cutting costs and see how long they can ride the coat-tails of success. * The small/cheap accounts start gaining wind that customer support sucks, so they start looking for something else. The big accounts are likely still happy since they're large enough to justify a handler who will make them happy. * A new startup lurks in the background, likely to follow the same process. It really just comes down to whether or not the incumbent realizes it's only a matter of time before the major accounts start leaving too.