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"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."
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Explore more quotes by Sanjay Kumar
"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."
"Finance is critical. If sufficient investment is made in infrastructure and venture capital is made available, there will be a big improvement in the situation."
"Today we're focused on small acquisitions to add technology where necessary. I think it's fair to say we're not out looking for a large one, but I think it's also very fair to say that as a public company you can never say never."
"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."
"Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality."
"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."
"Clearly, every company needs a leader. That's an important part of being the CEO of the company."
"So let's say you're using XYZ product and you want to do something very sophisticated. You subscribe to this thing, you hit a button, and a CA expert pops up in video."
"So if you're a customer today, the same person who came in to demonstrate the technology for you and helped you architect the solution before you bought it is likely going to be leading the team to help you do the implementation."
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