So let's say you're using XYZ product and you want to do something very sophisticated. You subscribe to this thing, you hit a button, and a CA expert pops up in video.
Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?
That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.
To me, it's really important to drive change through a team because one person, while the buck has to stop with somebody, the company is just too big for one person.
Today we're focused on small acquisitions to add technology where necessary. I think it's fair to say we're not out looking for a large one, but I think it's also very fair to say that as a public company you can never say never.
Well, if you look back, in almost two and a half years, the biggest change probably was in late 2000 when we decided to totally change the CA business model.
Well, the security business has been growing. I think security is one of those areas where it's to some degree not linear but maybe exponential growth.
