If you look at the top 10 enterprise software companies, a lot of them are important but irrelevant companies. It's really important to be relevant and important.

If there wasn't any competition, I'd be very worried, because it would mean we were not doing very well.

In business, we say that people overestimate what you can do in a year and underestimate what you can do in a decade. This is true in philanthropy as well.

I don't look at business as a zero-sum game. I don't. I've never seen it play out that way in our industry, and I think you innovate and you add value, deliver value back to customers, and you get value back from the world.

Relationships with the media are really important. The media has a more important voice today than it has ever had. We don't advertise. We only have one marketing vehicle, which is editorial, and our ability to get our message out and communicate it effectively.

The future of communicating with customers rests in engaging with them through every possible channel: phone, e-mail, chat, Web, and social networks. Customers are discussing a company's products and brand in real time. Companies need to join the conversation.

Customers want new functionality, but they don't want the traditional complexity that has marred products in the past.