Why, and what's the point they're missing? It's their article. They honed their point, not what point you think is the point they missed.

> I understand how this whole idea got started — customers are the lifeblood of any business. And keeping communication lines open between customers and the entire team is definitely important.

^^ This right here is one example of the article missing the point. It doesn't even have internal consistency - if the devs only spent their first month doing some CS as the article states, then after the first month they don't maintain those supposed open lines of communications.

Thank you. Developers closer to customers can easily fix problems that are generating many of the customer service calls. It also enables them to spot post deployment bugs quickly and keep on top of newly released code.