Sanjay Kumar

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.

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 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.

One, we committed to put about 650 people in the field to focus totally on customer satisfaction.

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?

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.

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.

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.

Failure is unfortunately as common as success.

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.

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.

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

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

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.

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

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

I'm equally comfortable in getting out there and taking a stand when I have to take a stand.

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

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

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