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"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."
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"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."
"Well, the security business has been growing. I think security is one of those areas where it's to some degree not linear but maybe exponential growth."
"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 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."
"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."
"One, we committed to put about 650 people in the field to focus totally on customer satisfaction."
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