Earlier quoted context omitted.
But likely few people, if anyone, in the organization have any serious incentives (i.e. bonus/promotion) to proactively prioritize that. On the other hand, they almost certainly have at least bonuses on the line to add X users to service/product Y or roll out feature Z (server or client side.) So people work toward what the company rewards[1] and everything else becomes a break/fix situation as it occurs and time per…
I get your point but actually it should go the other way round. If the owner of Google Doc is really focused on own user base only, the incentive would be to make it the most browser compatible. By making it run on chrome only, google docs is potentially sacrificing its user base for a greater purpose.
Most of SaaS applications operate in this regime - they own user data, so they become "sticky" and non-substitutable very quickly. On the other hand, standardization of browser features makes browsers not very "sticky". This way, when a SaaS - any SaaS, not just Google's - works much better on Chrome than on Firefox, this drives adoption of Chrome by that much.