The well-known saying that time equals money is no less true than when it was first spoken. There are 1440 minutes in a day. Of those 1440 minutes, 480 is what an average worker is generally able to contribute to his/her company. Customers also tend to work themselves, which means they might only have 120 to 180 minutes of free time, a rather narrow window for a business to interact with them.
Companies often have their procedures set for managing capital, and authority set in stone, but have no real handle on how employees spend time. Employees may deal with instant messages, emails, phone calls, meetings, teleconferences, all activities that take them away from time spent with actual customers. These activities can bog the company down, and profit. Would it be allowed for an employee to steal a company laptop? No? So why would it be allowed for employees to steal time from others?