We looked at the option of implementing Email Management System ourselves - the benefits vs. the costs - and it made a lot more sense to me at that stage to outsource.

We still need to own the relationship with the customer, but we don't have the [organizational] bandwidth to develop that kind of sophisticated [e-mail] technology.

We have evidence of the fact that it can work.

Getting rid of subsidies will create a fairer trading system throughout the world.

We can't get at the ceiling without draining it and building scaffolding. This is a huge project. It is always a big deal when you drain a pool. A large part of the expense is to build and then take down the scaffolding.

Relationships are so much like the United States - they only really thrive when faced with an external threat.