The customer is always right, even when they are wrong. It is all about making your customer happy. The 21st century customer is now in control of their own destiny and they will dictate what they want from a business and how they get it. The music industry took Napster to court and won. But the issues involved went far beyond that of copyright infringement.
Copyrights are important.
If it were my creation, I would want to be compensated for its use. But customers at Napster were saying other things that it would do well for the music industry to learn. The music industry would score big to allow the consumer to create his or her own music and pay a reasonable fee. Napster members were so motivated about this single aspect of the music experience that it could prove to be a valuable source of revenue for the music industry. The point is the 'Customer' is speaking to the Music Industry.