That's because you are most likely an intelligent person working for a company that is unlikely to pull dumb stunts and so the mere concept of the depths of the stupidity that some companies harbor in the name of "RoI" and "Risk vs Profit" is completely foreign to you. Hopefully you will be able to continue to stay unknowing, as the reality is ruddy scary.
Here is a small example: "Let's give WORSE customer service. We will make them wait for one hour on hold for very basic tech support, then anything that can't be handled in under five minutes will wait another hour. During all this time, we'll push fixing for them if they pay us. That way we monetize support of our product!" "Won't that make us lose customers like blood from a femoral artery?" "Yep! We've already gone down from seven million customers to four million!" *Six months later* "We're at two million customers, we've made a killing off 'premium' support, and we've remained profitable by massaging the books to write off the losses, and now we completely reverse it, doing everything really well." *twelve more months* "We're at eight million customers now. But instead of that being a 14% increase in customer base from 1.5 years ago, that is a 400% increase in customer base from one year ago! And because the 75% loss was within a certain frame, we didn't have to report any loss in customers. Watch the funding roll in, guys! This is what I'm talking about!"
Sad. But true. Which makes it even more sad.