| Sanjay Kumar QUOTES / QUOTATIONS |
A significant set of companies do not see customer care as strategic to their companies and will need to change.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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And that fundamental change, that decision to totally overhaul the way the company did business, I think was the biggest thing.
Quotation of Sanjay Kumar
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Another direction the industry is headed in is to use online or Web-based chat as a replacement for voice-based calls.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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But the real focus should be on people who are buying today because the base is so big it will take a long time for any change materialize on an overall basis.
Quotation of Sanjay Kumar
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Clearly, every company needs a leader. That's an important part of being the CEO of the company.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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Failure is unfortunately as common as success.
Quotation of Sanjay Kumar
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Few service industries are designed to be 24x7 in India, and thus there was no 24x7 mentality.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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For the fifth year in a row we put up more than billion of free cash - fifth year in a row.
Quotation of Sanjay Kumar
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From an operational perspective, the biggest challenge was the realization that in India middle-tier management does not exist.
Quotation of Sanjay Kumar
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I have a high degree of confidence about India's growth potential in IT.
Quotation of Sanjay Kumar
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I think having total responsibility for the enterprise is a big change, obviously.
Quotation of Sanjay Kumar
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I think that a lot of companies are still amazingly price sensitive.
Quotation of Sanjay Kumar
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I'm equally comfortable in getting out there and taking a stand when I have to take a stand.
Quotation of Sanjay Kumar
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I'm very comfortable in having a strong team. I'm very comfortable in sharing the limelight with the team.
Quotation of Sanjay Kumar
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I'm very much a team player. For me, that's really important, to have a big team.
Quotation of Sanjay Kumar
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In customer service, the challenge today is that most offshore decisions are driven by tactical rather than strategic issues.
Quotation of Sanjay Kumar
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India has the unique advantages of having the biggest domestic market and this should support IT companies.
Quotation of Sanjay Kumar
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It didn't make a lot of sense for us to be doing Lotus Notes implementations.
Quotation of Sanjay Kumar
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Often, the client will have unrealistic goals that the vendor will feel the need to agree to, even though the vendor has no ability to deliver.
Quotation of Sanjay Kumar
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One, we committed to put about 650 people in the field to focus totally on customer satisfaction.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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So it's really for us about new products, because we have released a lot of new products.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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?
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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There are companies that are cutting their costs by over 50% by offshoring.
Quotation of Sanjay Kumar
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There is an increasing trend to have the call center representative portray the same image that the company is out there marketing.
Quotation of Sanjay Kumar
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There is nothing in the company that is either above or below me, as far as I'm concerned.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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We have believed at CA that consolidation of this industry is something that was required ten years ago.
Quotation of Sanjay Kumar
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We haven't bought anything in three years, as you know, because a lot of our interaction over the years was over acquisitions.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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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.
Quotation of Sanjay Kumar
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