When a company grows and more people are involved, not everyone will have contact with the customer and thus less customer feedback. This will decrease the feedback these persons will hear and can stunt value of features.
Reference
Fried, Jason, and David Heinemeier Hansson. Rework. 1st ed, Crown Business, 2010.
Highlights or timestamps
Being small also allows you to keep your entire team on the frontline of the business, interacting with customers firsthand and hearing their requirements and feedback. A complex hierarchy can muffle that feedback and slow you down. When everyone is responsible for customer satisfaction, you can respond to any problems quickly, which is essential for effective customer service.
— ^9b3a4f from Rework