[jwr]

But that's my point, isn't it? If you want to do 10x the customers with 2x the employees, you will be cutting into your support resources, and your customers will suffer.

This is exactly why we (as customers) all have to suffer bad or no support. And sadly, we put up with it, mostly.

[SpicyLemonZest]

There are serious overhead costs to running a company 10 times as large. If you also have to hire 10x the employees, you'll end up needing to charge more than most customers are willing to pay. (Customers who are willing to pay out the nose generally do get good customer service, even from organizations that are normally bad at it, up to and including teams of engineers deployed to the customer's office to help out.)