Customers can be naughty. You may provide them with a unique password so they can access paid-for content like online video, only for the customer to share that password with other people. But how naughty are customers, and what can be done to reduce the revenues lost without driving the customer away?
Password sharing by customers, and the impact on revenues, was the topic of a case study presented by Rishi Modha of Cartesian to the March meeting of the Risk & Assurance Group. Rishi discussed the experience he gained whilst working with an American content distributor. His slides are now available to view on the RAG website and they are well worth a look.
