"One, we committed to put about 650 people in the field to focus totally on customer satisfaction." — Sanjay Kumar

But the real focus should be on people who are buying today because the base is so big it will take a long time for any change materialize on an overall basis.

So if you're a customer today, the same person who came in to demonstrate the technology for you and helped you architect the solution before you bought it is likely going to be leading the team to help you do the implementation.

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?