Our focus was directed at developing the best possible and easiest to use product, and this is where we invested our time. Realize that you won't be able to bring the same focus to everything in the beginning. There won't be enough people or enough hours in the day. So, focus on the 20 percent that makes 80 percent of the difference.

Presentation skills are key. People who work for you represent your brand. You want them to present themselves - and represent you - in a certain way.

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.

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.

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.

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.

Most of all, I discovered that in order to succeed with a product, you must truly get to know your customers and build something for them.