Former ITSM Incident Analyst for a Fortune 500 company here.
Our consolidations occurred due to revenue and customer loss, of which were due to the implementation of features, software and pursuit of profit. Prior to the consolidations, many of the company’s customers had been loyal due to fervent and genuine customer support and relations, as well as the fact that customer feedback had far more impact on new releases and services.
Once the company began prioritizing profits and metrics over customer feedback and relationships, stock prices began to take a hard hit. The base reasons/framework for consolidations and layoffs are identical to what Activision Blizzard is facing now.
Metrics are great, and can be a powerful tool to both propel your business and keep it in a great place, but only when you use it in the interest of your customers - not your profit margins.
You can’t have one without the other.