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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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" 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. "

" 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. "

" Clearly, every company needs a leader. That's an important part of being the CEO of the company. "

" Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality. "

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

" There is nothing in the company that is either above or below me, as far as I'm concerned. "

" 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. "

" 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. "

" 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. "

" India has the unique advantages of having the biggest domestic market and this should support IT companies. "

" I have a high degree of confidence about India's growth potential in IT. "

" And I'm comfortable being who I am, so I think a lot of people who take over from a founder worry about how they compare to the founder; I worry about doing the best I can. "

" It didn't make a lot of sense for us to be doing Lotus Notes implementations. "

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

" 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. "

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

" Failure is unfortunately as common as success. "

" So it's really for us about new products, because we have released a lot of new products. "

" Clients do not expect the infrastructure to be any less reliable just because the service is being delivered from an offshore location; thus, the uptime requirements justify the expense. "

" 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. "

" 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. "

" 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. "

" I'm very comfortable in having a strong team. I'm very comfortable in sharing the limelight with the team. "