opportunity for users to come and say, i actually want to have these subscription this is so is a upsell. i think they work well together. emily: how do you feel about getting the mom question? ♪ emily: you were google's first employee to go on maternity leave and you join google when you were four months pregnant. tell me about telling them, i am four months pregnant. susan: most all of the other employees re students, who i do not even think they had a girlfriend let alone thinking about having a baby. i was in a completely different world from them. i told them up front that i was pregnant and they -- it took them a minute to register that, but then they actually thought about it and they said, you know what? we are going to build you a day care. i said, you only have 16 employees, you do not have any revenue models. i said, it is ok and i'm glad you are supportive and yes, i'm going to join google. they have always been very supportive of families, and we continue to operate that day care today. it has been really hard to scale with all of the employee growth that we continue to oper

we can help make sure that the cross sell and upsell happens right, happens appropriately, and it completely effective and genuine. >> could have certainlied saved the bank millions of dollars in market cap. wedgwood put out a piece and they said pegasystems broadening its market opportunity. we're not surprised they showed up on salesforce.com's m&a target review. you guys are different, so it would dovetail theoretically. >> perhaps it could in theory, but i think as flattering as it is to be considered -- and it obviously says something of people being interested in us. i think this culture of merger and acquisition in software has been highly detrimental to frankly the long-term prospects of the industry and to the customer who take advantage of the software. >> explain that because most of these companies have bsh i mean oracle has bought so many companies. salesforce is not alone. >> i think oracle is a much better company. if you go back to when larry ellison hadn't hired, you know -- >> you're willing to say -- we're on air. you're not fearful? >> well, you know, one has to be cautio

bill was going up, the company told them, "the price adjustment brings with it an opportunity to upsell customers, and these agents are compensated in part on their ability to sell you more." then if the customer decides they want to cancel the service, they have to jump through more hoops. although all the companies here today allow people to sign up for service, or upgrade their service online, none of them provide customers options to cancel service online without speaking to a company representative. and if they call, they have to speak to salespeople like the one i spoke to this week who are trained to prevent the customers from cancelling and hopefully selling you more product. even when customers don't say -- say they don't want to have this discussion, the agents are expected to ask questions about why the customer is cancelling. customers trying to save money by lowering their level of service or often routed to the same agents which -- and should be prepared to negotiate aggressively. we found evidence that they train their agents to question customers' decision to drop channe