Good point. The worst-performing companies I've worked for had one thing in common: they were small and unable or unwilling to push back on toxic customers.
Pushing back doesn't always work. A good example...support for IE6, way past the time when that was a good idea.
Your contact at "big mega corp" that pays for your software may have no ability to change their internal policy that they've stuck with IE6 for years after it was sunset. So, if you want the sale or renewal, you have to support it.
Facebook, Google, etc, are somewhat beholden to end users, but not in a way that impedes them from rolling out what they want, when they want to.