Tracy Shouldice — Our mantra is "Customer Success is everyone's business", and so we're trying to broaden the definition to what you call customer management. This is why we're so excited about Planhat - we love the way that you're looking at customer management as a broader concept, and that's where we're going.

We're trying to figure out how do all the functions team together, and this is gonna get into a larger conversation - about roles, responsibility, RACI models, and that sounds very boring, but it's important.

And I see CS as being the focal point, being the quarterback; We have a holistic understanding of what's going on in the account. But if it's a product issue, we have to engage product management. If it's a support issue, we have to engage tech support. We're not gonna solve all the problems or deal with all the issues, but we're gonna know and have relationships with all the different functions and bring the right resources in at the right time.