I don't know about customer service and support,, but from my exp with development, from my time alot of it had to do with their acceptance and creation of lifers, so many people who realized they could do minimum amount of work or often no work at all and not get fired, when I started managing teams I had so many I had to deal with, and I couldn't blame them the pipeline was set up in a way a lot of teams had such wild ups and downs where they would crunch for 3 months and have very minimal maintenance work for months and even when you asked for more to do you were told to enjoy the downtime, after a few cycles of this and watching the older lifers alot of younger motivated people started not giving a shit and just played wow all day.