'PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD Essay\r'

'The guild bear thusly use the breeding to learn good-nigh the mien of its invitees and better the way it does a headache. It screwing look at repeat complaints from multiple nodes to solve a occupation which would new(prenominal)wisewisewise go unchecked with a normal coordinateats and decoct dust of the friendship. The main mark of my chuck is to find in effect(p) solution for the node descent caution and matchly increase the credibility and positiveness of the holler outer.\r\nThis assume is to a greater extent than(prenominal) related to consumer behavior and perception near the facilities and convenience endured by the com scrapy, guest gaiety is emphasized in this guidance. o Helping an enterprise to compound its marting departments to identify and tar tucker out their dress hat clients, maintain marketing campaigns with go goals and objectives, and capture quality racetracks for the gross revenue sort.\r\nAssisting the bras s to improve telecut- footstep sales, account, and sales management by optimizing in doion sh ard by multiple employees, and streamlining exist fulfiles (for example, taking fellowships using mobile devices) o e rattling remainder(predicate)owing the formation of individualized whollyiances with guests, with the aim of alter client satisf legal action and maximizing net profit; identifying the well-nigh(prenominal) profitable customers and providing them the extravagantlyest level of usefulness. o Providing employees with the culture and serve upes required to sleep to modelher their customers, record their inevitably, and potently pattern relationships in the midst of the go with, its customer alkali, and distri howeverion partners.\r\nCHAPTER 2.\r\nOBJECTIVE OF THE STUDY\r\nOBJECTIVES OF THE realise\r\nA. Title of the mold:\r\n customer affinity worry (CRM) with Relig be Securities B. Objective of the Study:\r\nThe objective of the project was to c ollapse „ trenchant customer kind Management‟ for Relig argon Securities Ltd., Pune for that we restrain to ascertain current CRM System and work deliverd from the fraternity and its effect on guest Needs, Satisfaction Level, their response and emotions.\r\nThe objective of this study to analyze existent customer pleasure as those customers be the hear sources to new customers with comply to the performance, sales efforts and sales profit. As the confederacy stands second in India in prognosis of staveover aft(prenominal) Kotak Mahindra Securities, it‟s clear that it has actu eithery severe Customer birth Management System and perfect muckle to handle it suitablely for the benefit of customers and company as soundly. Actual and in-person concussion with animate customers and employees has brought me to the reality of the effectiveness of the constitution and their success. For analyzing the same factor I plunk ford my total duration o f the project and simultaneously for infixed study and market watch and an an new(prenominal)(prenominal)(prenominal) group assignments.\r\nQuestionnaire is establish on the existing rifle and the satisfaction level of the existing customers which includes questions a handle Name, Age, Gender, In tally, enthronisation Frequency, feed back some operate which they atomic number 18 provided like conformation, calls, suggestions, solutions on stuck gold like dead induceing and all. On an average all the customers atomic number 18 gifted with the company and look forward to the emersion of it. C. Scope of the study:\r\nScope the this study is it reserve assist Relig ar to disturb its hold up Customer alliance Management musical arrangement mirror well and it for add up get all the important social functions before eye to apply all the potential ways to provide a superb divine armed service to the customers and accordingly discharge them trusty and modera te them unyielding lasting and in addition to get new customers to be served. Scopes mass be stated in a couple of(prenominal) points as abide bys. o Maintain current / existing customers.\r\no Achieve new potence customers.\r\no Retain all the customers.\r\no Profit faculty Increment\r\no personality and credibility Increment, etc.\r\nThe heart of CRM is non existence customer centric plainly rather to use customer favourableness as a driver for ending devising and action. Before exploring this assertion, it is useful to targetvas the process of resource allocation as it is practiced in most organizations. The calculate process macroscopicly consists of an extrapolation of the past. Resource constraints brand knead against function with back way of life deals that be establish on interior(a) politics versus the marketplace. This decisiveness process has comminuted insight as to what is working and what is non working (as it applies to the marketplace) or fo r that matter why? Without insight relative to cause and effect, the organization has no choice hardly to follow intuition and anecdote. It is analogous to the story about the marketing VP who admitted that half the advertising cypher was wasted; the task was he did non have which half.\r\nCHAPTER 3.\r\nPROFILE OF THE COMPANY\r\n indite of company\r\nRelig atomic number 18 enterprisingnesss throttle (REL):\r\nReligargon, a Ranbaxy booster dose group company, is integrity of the guide co-ordinated fiscal work institutions of India. The company offers a large and diametrical bouquet of function ranging from equities, commodities, restitution broking, to wealthiness consultative, portfolio management serve, in-person finance function, Investment banking and institutional broking service.\r\nThe operate be broadly clubbed printwise trey key melodic phrase verticals- shop, wealth management and the Institutional spectrum. Relig be Enterprises Limited is the a rrive ating company for all its championshipes, structured and universe operated by dint of with(predicate) various subsidiaries. Relig be‟s retail interlocking spreads crosswise the length and breadth of the art little with its front man by more(prenominal) than 1,217 locations across more than 392 cities and towns. Having spread itself fairly well across the untaught and with the promise of non resting on its laurels, it has in any case aggressively started eyeing spherical geographies Relig be Enterprises Limited (REL) is one of the leading in corporated financial services groups of India. REL‟s production linees atomic number 18 broadly clubbed across deuce-ace key verticals, the Retail Institutional and Wealth spectrums, supply to a diverse and wide base of clients. The vision is to build Relig be as a spherically thinked brand in the financial services airfield and demo it as the „Investment Gateway of India‟.\r\nAll employees of the group guided by an see and professional management team are committed to providing financial care, backed by the core values of diligence and transparency. REL offers a multitude of enthronisation options and a diverse bouquet of financial services with its pan India reach in more than 1800 locations across more than 490 cities and towns. REL operates globally following its acquirement of Lon seize‟s oldest securities firm house whole and ratement firm, Hichens, Harrison and Co. plc. With a judgement to give way, diversify and inaugurate cracks benchmarked against global best practices, Religare operates its Life redress business in partnership with the global major(ip)(ip)(ip)- AEGON.\r\nFor its wealth management business Religare has partnered with Australia based financial services major- Macquarie. Religare has likewise partnered with Vistaar pastime to launch India‟s first SEBI approved Film line offering a unique alternative as range sort out of enthronizations. Religare Securities Limited (RSL), a 100% subordinate word of Religare Enterprises Limited is a leading virtue and securities firm in India. The company shortly handles sizeable volumes dutyd on NSE and in the res publica of online merchandise and rangeitures; it currently holds a presumable share of the market. The major activities and offerings of the company now are apprizedour Broking, level payment histrion service, Portfolio Management work, International Advisory Fund Management Services, Institutional Broking and\r\n look for Services. To branch out the gamut of services offered to its investors, the company offers an online investment portal armed with a boniface of radical features.\r\no RSL is a member of the subject field broth flip of India, Bombay Stock Exchange of India, monument Participant with National Securities sediment Limited and Central alluviation Services (I) Limited, and is a SEBI approved Portfolio Manager. o Religare has been incessantly innovating in terms of proceeds and services and to offer such incisive services to item user segments it has in any case started the NRI, FII, HNI and embodied Servicing groups. These groups confine all the portfolio investment decisions depending upon a client‟s attempt / return parameter. o Religare has a really credible enquiry and abridgment course of study, which not further caters to the need of our Institutional clientele, notwithstanding in addition constitutes their of import inputs to investment dealers. vocation in Equities with Religare truly empowers you for your investment needs. We hear you put one across superlative transaction wel beat by dint of â€\r\nï‚· A amplyly process driven, delight approach\r\nï‚· justly Research & Analytics and\r\nï‚· wiz of the „best-class‟ dealings live\r\nFurther, Religare also has one the largest retail networks, with its presence in more tha n 1800* locations across more than 490* cities and towns. This instrument, you suffer walk into any of these branches and affiliate to our highly sk ominoused and dedicated relationship managers to get the best services. The Religare Edge\r\no Pan India footprint\r\no Powerful question and analytics back up by a pool of highly skilled enquiry analysts o Ethical business practices\r\no Single window for all investment needs by and through your unique CRN\r\nReligare Enterprise Limited, through its subsidiaries, offers a concatenation of combine financial products and services to retail inventors, high net worth individuals, and corporate and institutional clients in India. It operates in terce divisions: Retail Spectrum, Wealth Spectrum, and Institutional Spectrum. The Retail Spectrum division offers right brokerage house house firm firm house, commodities brokerage, personal financial services, including insurance brokerage and vernacular line scattering; internet trading; loans against shares; and personal loans. The Wealth Spectrum division provides portfolio management services, wealth consultive services, and private client equity services, such as global equity services. The company was formerly known as Religare Enterprises orphic Limited and changed its name to Religare Enterprises Limited in July 2006. The company was incorporated in 1984 and is based in New Delhi, India.\r\nIndustry visibleness\r\n19\r\nIndustry Profile\r\n tour code and reforms overhear made major improvements in the quality of the equity markets in India, its rapid ending and ripening are largely out-of-pocket to strong and economic market intermediation. The robustness of the Indian markets instantly is attri preciselyable to a healthy kick the bucket of the quality of market Structure and in effect(p) intermediation. Even as roughly(prenominal) countries are instituting procedures to commence. legality derivative markets, India ranks amongst th e top fin countries globally in this segment, in slight than five historic period of its introduction.\r\nThis is an example of the proactive and pass onive nature of the Indian brokerage intentness. In the last decade, the Indian brokerage patience has down the stairsgone a dramatic transformation. From being made of impede groups, the broking industry forthwith is one of the most transparent and entry oriented businesses. Long colonization cycles and large scale bad deliveries are a thing of the past with the advent of T+2 ( calling twenty-four hours + 2 days) qualifytlement cycle and de secularization. Large and fixed commissions return been replaced by wafer thin margins, with competition control down the brokerage fee, in around(prenominal)(prenominal) cases, to a few basis points. 20\r\nthither devote also been major changes in the way business is conducted. applied science has make outd as the key driver of business and investment advice has convey enqui ry based. At the same time, adhithernce to regulation and accord has vastly increased. The scope of services hand over kick upstairsd from\r\nbeing equity products to a wide reaching of financial services. Investor security measures has assumed logical implication, and so has providing them with education and awareness. great need for capital letterization has induced several firms to ingress the capital market; unconnected firms are luffing increasing arouse in taking equity hazard in domestic broking firms. Major turnments in equity brokerage industry in India:\r\n1. Corporate memberships\r\nThere is a festering surge of corporate memberships (92% in NSE and 75% in BSE), and the scope of functioning of the brokerage firms has transformed from that of being a family run business to that of professional organized function that lays greater fierceness on honoring of market principles and best practices. With proliferation of new markets and products, corporate nature of the memberships is alter broking firms to expand the realm of their trading operations into other transforms as also other product offerings. Memberships range from cash market to derivatives to commodities and a few broking firms are making forays into obtaining memberships in transmutes outside the country subject to their availability and eligibility. 21\r\n2. Wider product offerings\r\nThe product offerings of brokerage firms today go much beyond the traditional trading of equities. A typical brokerage firm today offers trading in equities and derivatives, most probably commodities nexts, exchange treatd funds, distri just nowes mutual funds and insurance and also offers personal loans for housing, consumptions and other related loans, offers portfolio management services, and some so far go to the extent of creating niche services such as a brokerage firm offering art advisory services. In the background of maturement opportunities for investors to invest in India as also abroad, the range of products and services exit widen further. In the offing depart be fire opportunities that might arise in the exchange enabled corporate bond trading, soon subsequently its commencement and futures trading that might be prefaced in the near future in the areas of interest rates and Indian currency. 22\r\n3. Greater reliance on question\r\nClient advising in India has graduated from personal insights, market tips to worthy extensively interrogation oriented and governed by fundamentals and adept factors. Vast progress has been made in developing company investigate and better methods in technical and fundamental abridgment. The question and advice are made online giving determine and real time nettle to market look for for investors and clients, thus making question important brand equity for the brokerage firms.\r\n4. Accessing equity capital markets\r\nAccess to trustworthy financial resources has been one of the major constraints fa ce by the equity brokerage industry in India since long. Since the banking system is not full merged with the securities markets, brokerage firms face limitations in aggrandizement financial resources for business and expansion. With impertinence of the clove pink markets and the rising prospects of several well organized broking firms, important opportunity to access capital markets for resource mobilization has make out useable. The recent past witnessed several leading brokerage firms accessing capital markets for financial resources with success. 23\r\n5. outside(prenominal) collaborations and joint ventures\r\nThe way the brokerage industry is run and the means in which several of them pursued growth and development attracted foreign financial institutions and investment banks to cloud stakes in domestic brokerage firms, paving the way for stronger brokerage entities and mathematical scope for consolidation in the future. Foreign firms picked up stake in some of the lea ding brokerage firms, which might lead to creating of greater interest in investing in brokerage firms by entities in India and abroad. 6. Specialized services/niche broking\r\n part supermarkets approach are adopted in general by broking firms, there are some which are creating niche services that attract a finical(a) client group such as day traders, arbitrage trading, investing in low-spirited cap stocks etc, and providing complete range of research and other deliver to back up this function. 7. Online broking\r\nSeveral brokers are extending benefits of online trading through creation of separate windows. well-nigh others cast dedicated online broking portals. Emergence of online broking enabled reduction in exertion embodys and costs of trading. precipitous competition has emerged in online broking services, with some of these offering trading services at the cost of a few basis points or costs which are fixed in nature ir individual of the volume of 24\r\ntrading con ducted. A wide range of incentives are being created and offered by online brokerage firms to attract larger number of clients.\r\n8. configuration oriented With stringent regulative norms in operation, broking industry is giving greater accent on regulatory compliance and card of market principles and codes of conduct. Many brokerage firms are investing time, specie and resources to create in effect(p) and effective compliance and write uping systems that pull up stakes dish out them in avoiding costly mistakes and possible market abuses. securities firm firms now have a compliance officer who is prudent for all compliance related aspects and for interacting with clients and other stake holders on aspects of regulation and compliance. 9. centering on training and skill sets\r\nBrokerage firms are giving importance and significance to aspects such as training on skill sets that could prove to be secure in the long run. With the nature of markets and products becoming mor e complex, it departs domineering for the broking firms to keep their cater continuously up examined with latest development in practices and procedures. muchover, it is mandated for certain tokens of dealers/brokers to seek specific security and examinations that will make them eligible to call for business or trade. Greater emphasis on aspects such as research and analysis is giving scope 25\r\nfor in-depth training and skills sets on topics such as trading programs, valuations, economic and financial omen and company research. 10. From owners to traders\r\nA fundamental change that has taken place in the equity brokerage industry, which is a global hack as well, is the transformation of broking from owners of the stock exchange to traders of the stock market.\r\nDemutualization and corporatization of stock exchanges bifurcated the self-control and trading rights with brokers vested nevertheless with the later and self-possession being widely distri exactlyed. Demutual ization is providing balanced upbeat gains to both the stock exchanges and the members with the former being able to run as corporations and the latter(prenominal) being able to avoid scrap of interests that sometimes came as a major deterrent for the long term growth of the industry. Emerging challenges and outlook for the brokerage industry .Brokerage firms in India made much progress in pursuing growth and build professionalism in operations. Given the nature of the brokerage industry being very dynamic, changes could be rapid and so as the challenges that emerge from time to time. A brief commentary on some of the prospects and challenges of the brokerage firms are discussed below. 26\r\n11. Fragmentation\r\nIndian brokerage industry is highly fragmented. Numerous depleted firms operate in this space. Given the growing importance of technology in operations and increasing emphasis on regulatory compliance, smaller firms might find it encumber to make right type of investme nts that will foster in business growth and promotion of investor interests. 12. with child(p) Adequacy\r\nCapital adequateness has emerged as an important find(prenominal) that governs the scope of business in the financial sector. Current requirements stipulation capital adequacy in regard to trading exposure, only if in future more tighter norms of capital adequacy might come into major power as a part of the prudential norms in the financial sector. In this background, it becomes imperative for the brokerage firms to focus on raising capital resources that will enable to give continuous thrust and focus on business growth. 13. orbicular Opportunities\r\nBroking in the future will increasingly become international in character with the stock markets being open for domestic and international investors including institutions and individuals, as also opportunities for investing abroad. Keeping informed with developments in international markets as also familiarization with global standards in broking operations and assimilatory major practices and procedures will become applicable for the domestic\r\nbrokerage firms. 27\r\n14. Opportunities from regional finance\r\nregional economic consolidation such as that under the European Union and the ASEAN have greatly benefited businesses in the individual countries with cross brim opportunities that facilitateered to expand the scope and significance of the business. initial measures to move on South Asiatic economic integration is being made by governments in the region first at the political level to be followed up in regard to financial markets. South Asian economic integration will provide greater opportunities for broking firms in India to pursue cross border business. In view of several of common features prevailing in the markets, it would be easier to make progress in this regard. 15. crossroad Dynamics\r\nAs domestic finance matures and greater flow of cross border flows continue, new marke t segments will come into force, which could benefit the domestic brokerage firms, if they are well growd. For instance, in the last three to four age, brokerage firms had newer opportunities in the form of commodities futures, distribution of insurance products, wealth management, mutual funds etc, and as the market nervous impulse continues, broking firms will have an opportunity to introduce a wider number of products. 28\r\n16. emulation from foreign firms\r\nSurging markets and growing opportunities will attract a number of international firms that will increase the pace of competition. Global firms with higher levels of capital, expertise and market take care will bring dramatic changes in the brokerage industry space which the local anesthetic firms should be able to absorb and compete. national broking firms should always give due focus to emerging trends in competition and prepare accordingly. 17. Investor Protection\r\nIssues of investor interest and protection will assume centre stage. Firms found not having suitable infrastructure and processes to ensure investor base hit and protection will encounter constraints from regulation as also class action suits that investors might bring against erring firms. The\r\nnature of penalties and punitive damages would become more severe. It is important for brokerage firms to establish strong and streamlined systems and procedures for ensuring investor safety and protection. 29\r\nChapter 4.\r\n belles-lettres Review\r\nLiterature Review\r\n diachronic Background:\r\nCustomer relationship management (CRM), a plan that has been around since the middle 90s, has its roots in the technology of sales automation and call center operations. At that time, it was thought that merging the customer selective information from the field (sales) with the call center interactions would pass on in more informed interactions with the customer. The concept resonated with user organizations and soon mergers and acquis itions created a host of computer software sellers all claiming to have an integrated set of capabilities that became known as CRM.\r\nOn a parallel track, Internet-based tools such as e-commerce, Internet marketing, personalization, and self- care were evolving. These products competed outside of the CRM sphere due to the newness of the technology, and they were referred to as e-business. When the concepts of CRM and e-business melded together there was a short period of e-madness where vendors talked about eCRM and e-everything. There are still vestiges of this transition in the industry such as basically using e-business to add value to vendors and referring to it as partner relationship management (PRM) or providing tools for employees and referring to it as employee relationship management (ERM). 31\r\nSimilarly, enterprise resource planning (ERP) vendors recognise that the 360-degree view of the customer has to include transaction selective information, so they have likewis e genuine an integrated package with CRM capabilities. Thus from a technology perspective CRM consists of a set of applications that address the needs of customer-facing functions that in turn feed a common selective informationbase that is supported by business analytics. Each vendor has variations on this theme. On the other hands, CRM can be plantd as a process or methodology utilise to learn more about customers‟ needs and behaviors in order\r\nto manage and develop stronger relationships in an organized way with them. 32\r\nComponents of CRM:\r\n1. Contact an Account Management:\r\nrelevant data for customer profile is captured with the help of the software. Necessary information is captured from prospective customers. CRM system stores data in common customer database. The database integrates customer account information and pre moves it in desirable format to the company. The data is utilise for sales, marketing, services and other applications. 33\r\n2. gross sale s:\r\ngross revenue process management follows a customized sales methodology with specific sales policies and procedures. gross revenue activities include †increase information, Product configuration, sales prospectus and sales retell generation. CRM also provide the history of customer account so that the sales call can be scheduled accordingly. 3. trade and fulfillment:\r\nCRM helps the professionals in product marketing, locate marketing, relationship marketing and campaign management. By analyzing customer and business value of remove marketing can be estimated. CRM also helps in customer retention, behavior prediction, pathway optimization, personalization. Customer response and requests can be quickly scheduled and hence sales contacts. 34\r\n4. Customer Service and support:\r\nCRM system provides service representatives with adequate access to customer database. It also helps to create, assign and manage the service requests by customers. Calling format is knowin g to route customer calls to respective attendants as per the skills and authority to handle special cases. Help desk system is developed to help customer service representative to help customers who face problems with product or service to resolve it. Web-based Self Service content help customer to access personalize information at company website. 5. storage and loyalty programs:\r\nThe primary objective of CRM is to enhance and optimize customer retention and loyalty. CRM systems are also useful in determining most loyal and profitable customers and reward. 35\r\nThe essential link between Marketing, Sales and Customer Service: Too often, the three key functions that directly affect customers -Marketing, Sales and Customer Service †operate respectively of one another. This can create disarray and inconsistency in how you communicate and service your customers. For examples, marketing staff whitethorn come up with a damage promotion. However, if that is not communicate d to the sales team, the result could be false billing, which may take time or resources from the customer to rectify and could create ill will and mistrust, making it seem like your company does not adhere to its word. 36\r\nSimilarly, if a salesperson makes a sale and gives certain guarantees to a customer but those are not communicated to the customer service team or even to the other sales team members, then the customer may fees as if the company is not standing behind its assurance. This can be particularly problematic if there is employee swage and poor communication between or even departments. This „silo effect‟ †where information is between vertically in departments that may or may not communicate with each other- could actually damage your business.\r\nWith comprehensive CRM system, however, customer communication is captured and housed in an accessible database, making the most current information available to anyone who needs it and has access to th e system. By prisonbreak through barriers between various business functions and making communication transparent, your company can act in a more consistent and unified fashion with its customers, impart a greater level of trust and strengthening customer relationships. Religare Securities Limited (RSL) provides a host of financial services under one roof following a ONE STOP SHOP philosophy. It has a dedicated team of professionals to cater to the revolution of services to Individuals, Corporate and Institutions. The team updates its clients with opportunities †with a instinct of competitive urgency and guess management. What‟s more, their special analysts design customized services for HNI and Institutions. 37\r\nOver the years Religare Securities Ltd. has play a palmy role in\r\nclient’s wealth creation. In the process Religare Securities Ltd. also refined itself, as an investment advisor and is poised to provide complete Investment Management Solutions to its value clientele. The following is the product profile of the company.\r\nï‚· Equity Broking †BSE and NSE\r\nï‚· Derivatives Futures and Options\r\nï‚· Internet Broking- Online Trading\r\nï‚· Commodities Trading †NCDEX & MCX\r\nï‚· Institutional Broking\r\nï‚· depositary Services †NSDL & CDSL\r\nï‚· Portfolio Management Services\r\nï‚· NRI Investments\r\nï‚· Initial Public Offerings (IPO)\r\nï‚· Mutual Fund Investment\r\nNEWS:\r\nReligare Securities bags LIPPER-STARMINE Award for Excellence in Research Mumbai, February 18, 2009: Religare Securities Limited a all in all owned subsidiary of Religare Enterprises Limited has been recently awarded the LIPPER-STARMINE broker award for â€Å"Earnings Estimates in Midcap Research for 2008”. The Lipper| StarMine Awards organized by Thomson Reuters, for addition Management and sell-side broking Companies in India, were announced last week in Mumbai. The awards recogn ize analysts who are more accurate than their peers in forecasting allowance, awarding credit to those who demonstrate an ability to make accurate estimates earlier than their peers.\r\nOn receiving the award, Mr. Amitabh Chakraborty, President (Equity), said, â€Å"We are extremely knightly to receive this award as a validation of our efforts in what was the most vexed and volatile year in stock market and corporate history. It is in these knotty times that the ability of a team to accurately estimate corporate earnings stands its truest test and we have\r\nsucceeded in enabling our customers to make informed buy or sell recommendations in order to give supra average returns to investors.” 40\r\nEquities\r\nWhat is equity?\r\nFunds brought into a business by its shareholders is called equity. It is a measure of a stake of a person or group of persons starting a business. What does investing in equity mean?\r\nWhen you buy a company’s equity, you are in effect fin ancing it, and being paying(a) with a stake in the business. You become part-owner of the company, entitled to dividends and other benefits that the company may announce, but without any guarantee of a return on your investments.\r\nDe clothization\r\nWhat is Demat?\r\nDemat is a usually used abbreviation of Dematerialisation, which is a process whereby securities like shares, debentures are converted from the â€Å"material” (paper documents) into electronic data and stored in the computers of an electronic Depository (SEE next page). You descent material securities registered in your name to a Depository Participant (DP). These are then sent to the respective companies 41\r\nwho cancel them after dematerialization and credit your Depository Account with the DP. The securities on dematerialization appear as balances in the Depository Account. These balances are transferable like material shares. If at a later date you wish to have these â€Å"Demat” securities co nverted back into paper certificates, the Depository can help to revive the paper shares. What is the procedure for the dematerialisation of securities? rack up with a DP as to whether the securities you hold can be dematerialised. Then open an account with a DP and surrender the share certificates. What is a Depository?\r\nA Depository is a securities â€Å"bank,” where dematerialised physical securities are held in custody, and from where they can be traded. This facilitates faster, riskless and low cost settlement. A Depository is akin to a bank and performs activities sympathetic in nature. At present, there are two Depositories in India, National Securities Depository Limited (NSDL) and Central Depository Services (CDS). NSDL was the first Indian Depository. It was inaugurated in November 1996. NSDL was set up with an initial capital of Rs 124 crores, promoted by Industrial Development Bank of 42\r\nIndia (IDBI), Unit Trust of India (UTI), National Stock Exchange of I ndia Ltd. (NSEIL) and the State Bank of India (SBI). Who is a Depository Participant (DP)?\r\nNSDL carries out its activities through business partners †Depository Participants (DPs), Issuing Corporates and their Registrars and take Agents, Clearing Corporations/Clearing Houses. NSDL is electronically united to each of these business partners via a beam link through Very diminished Aperture Terminals (VSATS). The entire integrated system (including the VSAT linkups and the software at NSDL and at each business partner’s end) has been named the â€Å"NEST” (National electronic Settlement & Transfer) system. The investor interacts with the Depository through a Depository Participant of NSDL. A DP can be a bank, financial institution, a custodian or a broker. 43\r\nChapter 5.\r\nResearch methodology\r\n44\r\nResearch Methodology\r\nResearch Design:\r\nResearch design means adopting that type technique of research which is most suited for the research and stu dy of the problem. For the study and the research of the problem proper material has to be selected and smooth for the investigation. â€Å"A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research end with economy in procedure.” †Jahoda, deutish. Cook.\r\nIn order to know about effectiveness of Customer affinity Management in Religare Securities Ltd., it was necessary to interact with the customer. The seek taken comprised of respondents from Pune city. A questionnaire had to be designed to collect valuable information from the different\r\ncustomer groups. The questionnaire which was designed suitably to meet the objective of research work. 45\r\nNature of Research:\r\nIn this project newspaper I have undertaken quantitative type of study. Type of the questions:\r\nThe questions in the questionnaire asked to the visiting customers of Religare Securities Ltd, Regional office in Pune, are Straight Forward and Limited Probing. Type of the Questionnaire:\r\nThe questionnaire in this project report is straight forward and formalized. Type of synopsis:\r\nThe analysis usurpe in this particular project report is statistical. 46\r\nSources of data:\r\na. Primary information:\r\nThe Primary data are those data which are collected fresh and for the first time and thus happen to be original in character. The primary data that was collected through interview conducted in Regional outgrowth with daily visiting customers. The primary data sources include copies of questionnaire and data of their respective responses. b. lowly Data:\r\nThe secondary data are those which have already been collected by someone else and which have been passed through the statistical process. Secondary data was collected through company websites. round of the web sites http://www.religaresecurities.com/ and some others like. 47\r\nChapter 6.\r\nPrimary Data accruement\r\n48\r\nPrimar y Data exhibition\r\nResearch Technique:\r\nAs the researcher, I adopted fall over method as a research technique for this particular project report. Contact Method:\r\nI as a researcher interviewed the respondents by personal interview. Sampling Plan:\r\na) macrocosm:\r\nThe population covered in this project report refers to the existing (Office Coming) customers of Regional Office, who have their trading and D‟mat A/c with Religare Securities Ltd. b) take in Size\r\nThe sample size undertaken by me for this particular project report is 100 respondents. 49\r\nc) strain Element\r\nThe respondents contacted and interviewed in this project report are all from different domain some of them were businessmen, High Net-worth Investors, Proprietors, even Students also invest in dish out Market. d) Sample Extent\r\nAs a researcher, I conducted this survey only for the customers in Regional Office of Religare Securities, Pune. e) Sample Duration\r\nThe survey was undertaken from the 01st June, 2009 to 30th July, 2009 i.e. for two months. f) Research instrumentate:\r\nQuestionnaires containing both open ended and close ended questions were used as a research instrument in this particular project report. 50\r\nChapter 7.\r\nData Analysis & interpretation\r\n51\r\nData Analysis & interpretation 1. Respondents:\r\nRespondents\r\nBusinessmen\r\nHNIs\r\nProprietors\r\nIndividuals\r\n anatomy of respondents\r\nInterpretation:\r\nAbove pie chart represents that research contains 100 respondents which are Businessmen, HNIs, Proprietors and Individuals and they are 30, 8, 24, 38 respectively in come and percentages. 30%\r\n8%\r\n24%\r\n38%\r\nBusinessmen\r\nHNIs\r\nProprietors\r\nIndividuals\r\n52\r\n2. Income theme(Annual):\r\nIncome Group\r\n(INR)\r\n ten thousand †1 lakh\r\n1 lakh †5 lakh\r\n5 hundred thousand-10 lakh\r\n10 hundred thousand †Above\r\n list of respondents\r\nInterpretation:\r\nAbove pie chart represents that the re search contained 100 investors and customers of Religare Securities Ltd. All the throng were from different different Income group which are in numbers shown above. W e can clearly see sample includes more customers from first income group i.e. INR 10,000 †1 hundred thousand 43%\r\n37%\r\n13%\r\n7%\r\n ten thousand -1 Lakh\r\n1 Lakh -5 Lakh\r\n5 Lakh -10 Lakh\r\n10 Lakh -Above\r\n53\r\n2. order fundamental interaction via e-mail and Telephone Calls:\r\nInteraction Via telecommunicate and Telephone Calls\r\nInterpretation:\r\nFrom the above result of Company Interaction via Email and Telephone calls, we can imagine the satisfaction level of customers and accordingly Customer Relationship is managed through electronic media to maximize the wealth of customers. In Religare in the main dealers are in touch of regular traders / customers and customers also get loyal to the company through this practice. all(prenominal) call is taped by default for the evidence of orders to buy or sell the stocks and Emails too. Excellent\r\nInterpretation:\r\nWhen it was asked sudden and on the time answer was the same of maximum\r\n nation, it means the credibility and trustworthiness of the company is on the height. It‟s nothing but the result of Relationship Management. It is said that Share Market means „Well of press release‟, nevertheless Religare‟s Customer don‟t have any tension in investing because they believe in Company‟s Researchers and Analysts and their investment tips too. 96%\r\nNumber of respondents\r\nInterpretation:\r\nFrom the above answers Customer Relationship can be very well highlighted because out of 100, 43 stack have rated Religare on the scale of 1 to 10 and again in stay maximum customers narrate that they rate Religare at on the scale of 1 to 10.Every customer has his own value and consideration about Religare because they invest their Hard Earned specie and take risk to earn more cause of Religareâ €Ÿs Services and affixation and it is all the issue of Customer Relationship Management. 4%\r\n5. Where do you invest/ trade more often than not?\r\nWhere Customers Invest mostly\r\nEquity\r\n commodity\r\nCurrency\r\nNumber of respondents\r\n66\r\n19\r\n15\r\nInterpretation:\r\n peerless general question was asked in questionnaire to know the investment flow of customers towards Religare Services. When it was asked why they invest in specific area mostly then it was answered by many a(prenominal) good deal that liquidity market is easy to make money out of investment and take money out whenever we regain not to put. And other reason many customers don‟t postulate to invest for long time.And about currency some community were not interested. 66%\r\n19%\r\n15%\r\nEquity\r\nCommodity\r\nCurrency\r\n57\r\n6. Where do you trade mostly?\r\nWhere Customers grapple mostly\r\nIntraday\r\nDelivery\r\n some(prenominal)\r\nNumber of respondents\r\n48\r\n37\r\n15\r\n48%\r\n37% \r\n15%\r\nIntraday\r\nDelivery\r\nBoth\r\n58\r\nInterpretation:\r\nFrom the above view of graph we come to know that maximum quite a little, 61% customers trade in Intraday Trading. On this customers say they like to trade in Intraday because of nearsighted term investment and high level of excitement and sometimes they feel their money seems to sink. It‟s like One Day Cricket play for many customers. In Delivery, people say here is „No / Low Risk, More bills‟ , in this people say if scrip goes down like „Satyam‟, then also we get chance to book profit get current stocks in low price and putting old stock out temporarily. Here we find people intermit to invest in Intraday and confident to trade in Delivery trading. Very less traders population do trade in both area, for few people it‟s nothing but fund managing, if one finds difficulty in making money in Intraday, they simultaneously manage their fund for Delivery, but very few people feel do this type of management. finally Religare is the Broking firm and it doesn‟t lose its prudence from making money for its customers and lose its precaution from Customer Relationship Management. 59\r\n7. Do you trade in any other broking firm?\r\nTrade in other Broking Firm\r\nYes\r\nNo\r\nNumber of respondents\r\nInterpretation:\r\nAbove pie chart represents the maximum people have their D‟mat A /c and\r\nTrading A/c somewhere else also nevertheless they say they trade from Religare only and few of their other A/cs are put Non-Operating by them. Here we get a fact that Religare‟s Customer Relationship Management really has something very good-natured and attachable to emotions cause of services. Few of them were waver while answering this question.\r\n8. Are you live up to with the services provided by Religare? Satisfaction\r\npowerfully Yes\r\nSlightly Yes\r\nNo\r\nStrongly No\r\nSlightly No\r\nNumber of respondents\r\nInterpretation:\r\nAbove chart rep resents us the output of Customer Relationship Management with the help of the services and customers satisfaction can show a mirror of the efforts of the company towards making their customers loyal to them. Here 64% customers have selected and stated that they are fully satisfied with the services that they are getting from Religare Securities Ltd. 64%\r\n9. Since last how many years you are in field of trading?\r\nSince when customers are trading ?\r\nLess than 1 year\r\nMore than 1year\r\nMore than 2 years\r\nNumber of respondents\r\nInterpretation:\r\nThis question was asked advisedly to know the loyalty of customers with Religare Securities Ltd., which is nothing but the back-screen coding of on screen output. These all things are the proud of Religare and its customers are also very proud to be in Religare. 17%\r\nCustomer Relationship Management Business Drivers and Benefits ï‚· It empowers management with a real-time pipelines and forecasting so they can build and foc us on high profit, sustainable relationships. ï‚· It empowers staff wit customer science and best practices to increase their likelihood of successful transactions. ï‚· It increases customer‟s acquisition, retention, loyalty, and profitability by integrating information across the enterprise. ï‚· It enables decision maker and management to gain customer insight. 64\r\nCustomer Relationship Management Risks\r\nï‚· Effective internal controls must be in place to prevent customer information from becoming scattered across databases and servers. ï‚· CRM can be associated with significant revenue cycle.\r\nï‚· CRM should be kept and handled and carefully kept inner the company only otherwise Customers Database can be misused by rivals. Customer Common Findings while contacting:\r\nï‚· Generally people whom I have contacted they were from different domains like Business, Proprietors, High Net worth Income Group (HNIs) and students. ï‚· Their respon ses may not be proper because of their „Busyness‟ in Dealing Room. ï‚· This data is called Primary Data, which is considered very genuine but is this case it misrepresents the Reality and Credibility. 65\r\nï‚· Some people, its felt that they gave fake response, with impression that this questionnaire is from Religare Securities internal. ï‚· Some people did not take it unspoilt because this was not important to them as they are busy for trading at dealing Room. ï‚· Every data interpretation and statistics cannot be think worthy from their results because this study is for only two months altogether. 66\r\nChapter 8.\r\nLimitations\r\n67\r\nLimitations\r\nFindings are according to the notes.\r\n1. Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but while it does not concentrate on the extra expenses occurring on Company‟s A/c due to increase in expenses in serving customers all the ways and Return on investment means consideration may not be more than expected. Customer may not give that much business transactions which is estimated or expected. 2. It needs specific staffs to handle all the tasks of Customer Relationship Management because the data that is feed in system cannot be handled merely\r\nby Relationship Managers who has to make new customers and take care of their dealings and also to finish their additional responsibilities. 68\r\nSuggestions\r\n69\r\nSuggestions\r\n1. Short Duration:\r\no make research duration was only for two months, in this tenure neither study nor observation can be done properly. For example, we maxim sample plan †in that only 100 customers could be contacted and now the problem is- from this samples we cannot think of Macro Level apprehension of customers. Many pe ople may be from same point of view and many may not and those 100 people may not contain these type of people. So duration of Research Project should be more than two months. 2. Customer Category:\r\no To find effective Customer Relationship Management, Broking firm can do one more thing which will be very proficient to them in finding Asset Customers from the commode level management to top level management. Religare should adopt system of allotting Customer Categories according to their transactions, due payments, exposure, loyalty, frequency of trading and all. 70\r\no In this system at all the level where CRM is handled and watched by drop dead class officials of the company, they also get to know the list names and details of the loyal customers and CEO or Board of Directors also get to know total customers and at last their turnover of the total transaction. 3. interact Awareness Programs:\r\no Religare should arrange committed programs within its own groups to come to th e sense of new people and accordingly to prospecting and getting new customers. o With the help of it companies CRM will help it to get height of success and dominate the world of Services. Because CRM affects Marketing, Sales and profitability and these all can be achieved by CRM. o For E.g., Religare Securities can play few awareness documentaries and Advertisement with „Religare Vistaar‟ this will result in getting more and more customers to serve and accordingly Religare can become the first ranker in turnover very soon. 71\r\nAppendix\r\nI. Copy of questionnaire\r\nII. Bibliography\r\n,\r\n72\r\nQuestionnaire\r\n1. Name:________________________________________________\r\n2. Contact No:________________________________________________ 3. parentage:\r\nï‚£Businessman ï‚£Proprietor ï‚£HNI ï‚£Individual\r\n4. Income Group(Annual):\r\nï‚£ 10000 †1 Lakh ï‚£1 Lakh †5 Lakh\r\nï‚£ 5 Lakh-10 Lakh ï‚£ 10 Lakh †Above\r\n5. How do you find Company Interaction via Email and Telephone Calls ? ï‚£Poor ï‚£Fair ï‚£ frank ï‚£ Very Good\r\n73\r\n6. Do you find company’s investment tips useful and beneficial? ï‚£Yes ï‚£No ï‚£ kitty’t Say\r\n7. Where do you rate Religare on the scale of 10 in terms of Services? ï‚£4 ï‚£6 ï‚£8 ï‚£10\r\n8. Where do you invest/ trade mostly?\r\nï‚£Equity ï‚£Commodity ï‚£Currency\r\n9. Where do you trade mostly?\r\nï‚£Intraday trading ï‚£Delivery Trading\r\n10. Do you trade in any other broking firm?\r\nï‚£Yes ï‚£No\r\nIf Yes, name of the broking firm__________________________________ 74\r\n11. Are you satisfied with the services provided by Religare? ï‚£Yes ï‚£No\r\nSince last how many years you are in field of trading?\r\nï‚£Less than 1 Year ï‚£More Than 1 Year ï‚£More than 5 Year\r\n12. What improvement do you want be done in company’s services? ï‚£______________________ ____________________________________________________________________________________________________________________________________\r\n_____________________ 13. Which service do you like most in Religare?\r\nï‚£_______________________________________________________________________________________________________________________________________________________________________________ 75\r\nBibliography\r\nWebsites =\r\nhttp://deadpresident.blogspot.com\r\nhttp://religareonline.com\r\nhttp://www.religaresecurities.com\r\nNewspapers =\r\nThe Hindu\r\nBooks =\r\n'