Sanjay Kumar

“I think that a lot of companies are still amazingly price sensitive.”

“Finally, I have to say that the most surprising aspect has been the speed at which the folks in India adapt to Western practices. They learn fast, really, really fast.”

“We have believed at CA that consolidation of this industry is something that was required ten years ago.”

“There are companies that are cutting their costs by over 50% by offshoring.”

“Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.”

“Failure is unfortunately as common as success.”

“That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.”

“But the real focus should be on people who are buying today because the base is so big it will take a long time for any change materialize on an overall basis.”

“I'm equally comfortable in getting out there and taking a stand when I have to take a stand.”

“As I said before, a big part of my strategy says - and the management team I think is in agreement with this - we don't have to be out there with a lot of noise all the time. What we need to do is paint a vision for customers, promise them deliverables, and go hit at it.”

“So far, Indian companies have focused more on customer application. This needs to shift to packaged software for sectors such as banking and financial services.”

“To me, it's really important to drive change through a team because one person, while the buck has to stop with somebody, the company is just too big for one person.”