Dell saw an 80 percent drop in deal registration channel escalation. How did you do this?
Well there's training, awareness, but also holding people accountable. In some of these instances you have to have a few examples that people look at and say, 'Oh God, these people are serious. They're not just saying it.' So we have a saying internally, 'Our say-to-do ratio needs to be extremely high on the do side.' So where they were examples of inappropriate behavior we just said, 'No more.' People saw it and [understood] it. … If it's unpredictable in how we engage, then it's hard to get the full trust of partners. That's what we want to achieve.