Upper/executive management certainly were happy... of course, until it bit the company in the ass. Engineering time not spent handling what would happen when a customer becomes not a customer is development/engineering time spent making features for sales to tout instead of making sure the product was safe for people they no longer thought they had a reason to care about. Reputational risk is really poorly handled because it's such a nebulous problem - and now, hopefully they'll see a massive drop in new customer acquisition and existing customer usage or they'll have absolutely no reason to care at all.