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.
One, we committed to put about 650 people in the field to focus totally on customer satisfaction.
Clearly, every company needs a leader. That's an important part of being the CEO of the company.
I think that a lot of companies are still amazingly price sensitive.
So it's really for us about new products, because we have released a lot of new products.
We have believed at CA that consolidation of this industry is something that was required ten years ago.
I have a high degree of confidence about India's growth potential in IT.
We will announce a new offering, where you can get a CA expert on your PC live, via video, on a range of topics about a product.
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.
India has the unique advantages of having the biggest domestic market and this should support IT companies.
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?
There are companies that are cutting their costs by over 50% by offshoring.
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.
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.
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.
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.
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.
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.
Failure is unfortunately as common as success.
