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"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."
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"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."
"Some story appears in some newspaper that says that somebody said X, Y, and Z, and a customer says, I don't understand what they're talking about - we're running that product, we've been using it for five years, what are they talking about?"
"India has the unique advantages of having the biggest domestic market and this should support IT companies."
"Well, if you look back, in almost two and a half years, the biggest change probably was in late 2000 when we decided to totally change the CA business model."
"Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality."
"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."
"So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off - we've done enough consolidation; we've got enough critical mass."
"We have believed at CA that consolidation of this industry is something that was required ten years ago."
"One, we committed to put about 650 people in the field to focus totally on customer satisfaction."
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