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

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.

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.

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 far, Indian companies have focused more on customer application. This needs to shift to packaged software for sectors such as banking and financial services.

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.