A Project Final Report ON Edelwiess Capital Limited BY Mr. Anil Kumar MBA SECOND SEM (2008-2010)

[Type the document title] [Year]
A PROJECT FINAL REPORT

ON
EDELWIESS CAPITAL LIMITED
BY
MR. ANIL KUMAR
MBA SECOND SEM (2008-2010)
1
SIP TRAINING PROJECT
A REPORT
ON
CLIENT PROFILING AND CLIENT

RELATIONSHIP
MANAGEMENT
BY
ANIL KUMAR
EDELWEISS CAPITAL LIMITED
2
Table of Content
Authorization………………………………………………………………5
Acknowledgement…………………………………………………………6
Executive summary………………………………………………………...7
List of illustrations…………………………………………………………9
1. Introduction………………………………………………………...10
1.1 Scope of the project…………………………………….10
1.2 Objective of the project………………………………...11
1.3 Scope of the study………………………………………11
1.4 Limitations………………………………………………12
1.5 Data collecting methods…………………………………12
2. Economy Analysis………………………………………………….12
2.1 Change in the outlook…………………………………. 14
2.2 Recent growth trends……………………………………14
2.3 India Economy: Effects of the US Financial
Crisis in India…………………………………………….15
2.4 Indian economy: Latest Figures…………………………17
3. Industry Analysis……………………………………………………18
3.1 Future of Indian Financial market……………………….19
3.2 Opportunites ahead………………………………………20
4. Company analysis……………………………………………………20
4.1 Evolution of the company………………………………..21
4.2 Organizational Stucture………………………………….22
4.2.1. Board of directors………………………………22
4.3 Financial performance……………………………………23
4.3.1 Financial Statement……………………………..24
4.4 Business Overview……………………………………….24
5. Details of the project………………………………………………….26
5.1 Work done till date……………………………………….26
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5.1.1 Tata motors Finance …………………………...26
5.1.2 Mphasis…………………………………………27
5.1.3 Other retail clients………………………………27
5.2 About the product…………………………………………………28
5.2.1 Facilities with the product………………………………29
5.2.2 Benefits of the product………………………………….30
5.3 Methods of data collection…………………………………….…31
5.4 Methodology………………………………………………………31
6. Analysis of data collected………………………………………………….32
6.1 Gender distribution among respondents………………………….32
6.2 Income distribution among respondents………………………….33
6.3 Saving distribution among respondents…………………………..34
6.4 Do you Invest………………………………………………………35
6.5 Preference for the various instruments……………………………36
6.6 Awareness about edelweiss………………………………………..37
7. Findings of the data collected………………………………………………38
8. Conclusion…………………………………………………………………..38
9. Recommendation……………………………………………………………39
10. Attachments………………………………………………………………..41
11. References…………………………………………………………………43
4
Authorization
I, Anil Kumar, Enrolment No. IMIMBAC041F2008-2010, a student of

Management in IMI INDORE, hereby declare that the project entitled “client
profiling and customer relationship management” is the record of original work
done by me and the matters enclosed has not been submitted for any other degree
or diploma in University
DATE: _______________
Anil Kumar
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Acknowledgment
I would like to record my sincere gratitude to Edelweiss Capital Ltd., Indore

for giving me a wonderful opportunity to do a project on “Client Profiling
and Client Relationship Management” for Summer Internship Program
I would like to express my gratitude to those who are concerned with the
processing of this project. I am thankful to my Company Guide Mr. Bimbsar
Singh (Branch Manager), & Mr. Manish Nagarkar (Relationship Manager)
for their valuable guidance in this project for Summer Internship Program.
I also express my sincere gratitude to my faculty guide Prof. Ajay Jain

(Faculty IMI-Indore) for guiding me all throughout the one and half months
of my summer internship.
I also thank the other staff members of Edelweiss Capital Ltd. - Indore who
helped me whenever I needed guidance and help during my Summer
internship program.
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Executive Summary
The title of my project is “Client Profiling and Client Relationship

Management”. It involves implementing tools and techniques of client
profiling and client relationship management for generating revenue for the
company. Project includes identifying the customer, gathering information
about the customer and finally providing him/her with a product or service
which is need driven and p romoting a client-oriented product/service providing
successful client support, handling client complaints, building a long term
relationship. The project reveals the importance of client profiling and client
relationship management for generating revenues for the organization.
I am profiling the employees of Mphasis (BPO Company) for Edelweiss Securities

Ltd. As per my schedule for the purpose of profiling the clients I have used the
primary sources of data which has been planned by the use of questionnaires.
Employees were asked to fill up the questionnaire to facilitate client profiling.
Education Sector Client- CIIT, RKDF, RIT, Star Academy (College)

I focus on Student & business men as well as employee. My client is almost
student. Those students are pursuing MBA. They have not knowledge about
stock market.
Retail Clients
For the retail clients I focused on Employees of Mphasis,& Tele
Perphormence which is a call centre in Indore.
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Mphasis, an EDS company, is a leading – Applications Services, Remote

Infrastructure Services, BPO and KPO services provider. We deliver real
improvements in business performance for clients through a combination of
technology know-how, domain and process expertise. With currently over
24,000 people on the roles, we service clients in Financial Services,
Healthcare, Communications, Transportation, Consumer & Retail industries
and to Governments around the world. More information can be gathered
from www.mphasis.com.
Other retail clients
Apart from employees of Tele Perphormence and MPhasis, retail clients were
also generated thorough direct approach, data provided by the company.
Clients were acquired and retained through the following process:
 Identifying the prospective client
 Gathering information about client
 Promoting a client-oriented product/service
 Providing successful client support
 Handling client complaints
 Building a long term relationship
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List of Illustrations
Fig. Particulars Page no.

Number
1 Gender Distribution among respondents 32
2 Income distribution among respondents 33
3 Saving distribution among respondents 34
4 Awareness among respondents 35
5 Preference for various investment 36
instruments
6 Awareness about Edelweiss 37
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1.Introduction
Relationship with customers has existed since the advent of trade and
business. Companies that need customers in order to build a profit need to
have a system in place that effectively and successfully manages the
customer/client relationship. Client profiling and Client Relationship
Management has become a strategic initiative in most companies today.
Client profiling and Client relationship management enables an
organization’s capability to manage and nurture its one to one relationship
with its customers. In order to generate clients and to maintain good relations
with them organizations are realizing the importance of client profiling and
client relationship management. Moreover companies are more attentive for
relationship building due to growing competition to attract customers.
1.1 Scope of the project
Client profiling involves identifying the customer, gathering information
about the customer and finally providing him/her with a product or service
which is need driven. The information could relate to age, gender,
occupation, income, status, lifestyle, savings etc. After the process of client
profiling comes client relationship management. This includes Promoting a
client-oriented product/service providing successful client support , handling
client complaints, building a long term relationship.
Client Relationship Management systems are also important to the top

management because it provides crucial data like customer satisfaction and
efficiency of service by the frontline crews. Customer Profiler helps
organization find new customers for the business. It will extract people
and/or businesses that match the profile of the current customers. This will
provide with a list of prospective customers
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As the economy is growing, the demands and expectations of the customers

are also growing at a much faster rate, so the need is to concentrate on the
needs and requirements of the various customers and accordingly deliver
superior product or service qualities which fulfills the customer’s
expectations, it is the customer service levels that really matters and this is
where customer relationship management (CRM) plays an important role.
CRM is a strategy that is desired to develop a stronger relationship with
customers, especially the most profitable ones.
1.2 Objective of the project
The aim of the project is also to identify future scope of Client Profiling and
Customer Relationship Management (CRM), the project also includes
studying various CRM methods and techniques which a particular company
adopts to attract the new customers and retain the existing customers. For
example-use of technology, use of software’s for building CRM and to have a
firm relation with the custom. Objective includes:
 to understand the need of the corporate clients for the company
 To identify the optimal customers
 To analyze the buying patterns and behavior and gain a greater

understanding of consumer motivations.
 To analyze the factors that affect the customers relationship with

organization
 To recommend the company the ways for maintaining long term

relationship with the clients
1.3 Scope of the study

By applying profiling techniques, an organization can fully exploit data about
customers buying patterns and behavior and gain a greater understanding of
consumer motivations. Customer Profiling helps to dramatically increase
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response rates of marketing campaigns by micro targeting the right customer

with the right product. Businesses today are using profiling to reduce fraud,
to anticipate demand, to increase new customer acquisition and customer
loyalty. Customer profiling is also used to develop lifelong relationships with
Customers by anticipating and fulfilling their needs. Consumers appreciate a
personal touch and something they can act on. When the message matches
the need, the conversion rates for sales can skyrocket.
1.4 Limitations
 Primary data collecting was time consuming

 The sample size selected will be limited to draw any strong
conclusion
 Bias on the part of the respondent will be a major drawback.
 The response of prospects was slow due to financial year ending.
 Due to recession and slow moving market many prospective clients
are hesitating in investing.
1.5 Data collecting methods

The data is collected through primary methods as well as secondary methods
2. Economy Analysis
The economy of India is as diverse as it is large, with a number of major
sectors including manufacturing industries, agriculture, textiles and
handicrafts, and services. Agriculture is a major component of the Indian
economy, as over 66% of the Indian population earns its livelihood from this
area. In Purchasing Power Parity GDP, the figure for India was 1.5 trillion
US Dollars in 2008. The per capita income of India is 4,542 US Dollars in the
context of Purchasing Power Parity. This is primarily due to the 1.1 billion
population of India, the second largest in the world after China. In nominal
terms, the figure comes down to 1,089 US Dollars, based on 2007 figures.
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According to the World Bank, India is classed as a low-income economy.

Ranked by the exchange rate of the United States Dollar, the Indian economy
is the twelfth largest in the world.
Agriculture sector lifted India’s economic growth to 9% in 2007-08 from the
earlier projection of 8.7%. This will be the third year in a row, when the
Indian economy grew at the rate of 9% and above. In 2005-06, the economy
grew at 9.4% followed by 9.6% in 2006-07. It is now projected that economy
will grow at a possible rate of 7% in 2008-09
In 2007-08, India attracted an investment of 37.5% of GDP— up by around
9.3 percentage point from the investment figure of 28.2% in 2003-04. With
the improved productivity and rising investment, India can continue to grow
at around 9% if all goes well.
India has been one of the best performers in the world economy in recent
years, but rapidly rising inflation and the complexities of running the world’s
biggest democracy are proving challenging.
India’s economy has been one of the stars of global economics in recent
years, growing 9.2% in 2007 and 9.6% in 2006. Growth had been supported
by markets reforms, huge inflows of FDI, rising foreign exchange reserves,
both an IT and real estate boom, and a flourishing capital market.
Like most of the world, however, India is facing testing economic times in
2008. The Reserve Bank of India had set an inflation target of 4%, but by the
middle of the year it was running at 11%, the highest level seen for a decade.
The rising costs of oil, food and the resources needed for India’s construction
boom are all playing a part.
India has to compete ever harder in the energy market place in particular and
has not been as adept at securing new fossil fuel sources as the Chinese. The
Indian Government is looking at alternatives, and has signed a wide-ranging
nuclear treaty with the US, in part to gain access to nuclear power plant
technology that can reduce its oil thirst. This has proved contentious though,
leading to leftist members of the ruling coalition pulling out of the
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government.
As part of the fight against inflation a tighter monetary policy is expected, but
this will help slow the growth of the Indian economy still further, as domestic
demand will be dampened. External demand is also slowing, further adding
to the downside risks.
The Indian stock market has fallen more than 40% in six months from its
January 2008 high. $6b of foreign funds has flowed out of the country in that
period, reacting both to slowing economic growth and perceptions that the
market was over-valued.
2.1 Change in the outlook
It is not all doom and gloom, however. A growing number of investors feel
that the market may now be undervalued and are seeing this as a buying
opportunity. If their optimism about the long term health of the Indian
economy is correct, then this will be a needed correction rather than a
downtrend.
The Indian government certainly hopes that is the case. It views investment in
the creaking infrastructure of the country as being a key requirement, and has
ear-marked 23.8 trillion rupees, approximately $559 billion, for infrastructure
upgrades during the 11th five year plan. It expects to fund 70% of project
costs, with the other 30% being supplied by the private sector. Ports, airports,
roads and railways are all seen as vital for the Indian Economy and have been
targeted for investment.
Further hope comes from the confidence of India’s home bred companies. As
well as taking over the domestic reins, where they now account for most of
the economic activity, they are also increasingly expanding abroad. India
has contributed more new members to the Forbes Global 2000 than any other
country in the last four years.
2.2 Recent Growth Trends in Indian Economy
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India’s Economy has grown by more than 9% for three years running, and
has seen a decade of 7%+ growth. This has reduced poverty by 10%, but with
60% of India’s 1.1 billion population living off agriculture and with droughts
and floods increasing, poverty alleviation is still a major challenge.
The structural transformation that has been adopted by the national

government in recent times has reduced growth constraints and contributed
greatly to the overall growth and prosperity of the country. However there are
still major issues around federal vs state bureaucracy, corruption and tariffs
that require addressing. India’s public debt is 58% of GDP according to the
CIA World Fact book, and this represents another challenge.
During this period of stable growth, the performance of the Indian service
sector has been particularly significant. The growth rate of the service sector
was 11.18% in 2007 and now contributes 53% of GDP. The industrial sector
grew 10.63% in the same period and is now 29% of GDP. Agriculture is 17%
of the Indian economy.
Growth in the manufacturing sector has also complemented the country’s

excellent growth momentum. The growth rate of the manufacturing sector
rose steadily from 8.98% in 2005, to 12% in 2006. The storage and
communication sector also registered a significant growth rate of 16.64% in
the same year.
Additional factors that have contributed to this robust environment are

sustained in investment and high savings rates. As far as the percentage of
gross capital formation in GDP is concerned, there has been a significant rise
from 22.8% in the fiscal year 2001, to 35.9% in the fiscal year 2006. Further,
the gross rate of savings as a proportion to GDP registered solid growth from
23.5% to 34.8% for the same period.
2.3 India Economy: Effects of the US Financial Crisis in India
It is often said that when the US sneezes the rest of the world catches a cold.
This three-part series looks at how India, China, and Russia have been
affected by the US financial crisis.
Before we get into detail about how much this US problem is spreading
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globally, we should understand the severity of it and the possible

consequences in the US. How sick is the US?
Some have compared the situation in the US with the Great Depression of
1929, but this situation is far from a depression – in fact it’s not even a
recession. In the Great Depression there was no work and there was
widespread poverty. People struggled through the winter with no heating and
no food. We are not seeing such extensive suffering in the US.
In the US, August 2008 unemployment figures were at 6.1%, according to the
US Bureau of Labor Statistics. In the Great Depression unemployment was
higher than 25%. The Commerce Department reported that GDP growth was
at 2.8%, hardly indicative of a recession, although this was revised down
from the 3.3% figure it projected a month ago.
But one cannot ignore yesterday’s 777 point drop in the Dow Jones Industrial
Average after the $700 billion bailout plan failed to pass through Congress.
These paper losses of more than a trillion dollars may be the sneeze that
disrupts global markets.
Even before this controversial rescue plan was shot down, Indian markets
took a dive of their own on Monday 29 September. The stock market sank to
an 18-month low and the rupee a 5-year low. The stock market dropped 5.3%
to 12,595.75.
According to Business Standard, vice-president of Karvy Stock broking

Ambareesh Baliga, said, “We are advising our clients to stay away from
trading till selling by Foreign Institutional Investors (FIIs) stops. Also, there
is no support to the markets from any domestic institution. While markets are
below their fundamental levels, fear has gripped investors and there is panic
selling.”
While US investors and consumers are concerned about who will foot the bill
for this $700 billion plan, to Indian and non-US markets that doesn’t matter.
They just want it to happen so as to restore confidence and of course
liquidity.
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Sify.com reported Jagannadham Thunuguntla, head of the Delhi-based SMC

Group saying, "The first major point of nervousness is that the US bailout
plan will now be in three tranches of $250 billion, then $100 billion and
finally $350 billion and the second and third tranches will require further
Congressional approval. This means effectively, only $250 billion is now
available for buying troubled assets of banks instead of $700 billion outright.
This doesn't really solve the problem of liquidity."
2.4 Indian Economy Statistics & Indicators: Further Details
Indian Economic Indicators
5.3% - Q3, 2008-09

7.6% - Q2, 2008-09
GDP
7.9% - Q1, 2008-09
9.0% - 2007-08
2.8% (Apr-Feb, 2008-09)

IIP (General)
8.3% (2007-08)
0.18% (April 4, 2009)

WPI Inflation
0.32 (Mar, 2009)
Bank Rate: 6% p.a;

Reverse Repo Rate: 3.5% (wef 4 March, 2009);
RBI Policy Rate
Repo Rate: 5.0% (wef 4 March, 2009)
CRR : 5.00% (w.e.f 3 Jan, 2009)
The 2007-2008 Indian Economic Survey has projected inflation to be just

above 4% for 2008. However the rapid rise in food, oil and other
commodities prices pushed inflation above 11% by July 2008. But with the
global slowdown affecting the global demand and simultaneous downfall in
oil prices has caused inflation to fall drastically. From the high of 13%, it fell
down to 0.18% for the week ended 16 th April2009. India’s inflation rate
17
continued its southward journey after a short break and edged down to 0.48
percent for the week ended May 2.
However, in 2008-09, due to uncertainties in the global economy, the
downward risks were much higher than in the previous year.
3. Industry Analysis
Analysis of Indian Financial Sector reveals that it is at present going
through a phase of stable growth rate which is experiencing a upward swing.
The rise can be maintained over a long period by keeping the inflation down.
The financial sector in India has experienced a growth rate of 8.5% per
annum. The rise in the growth rate suggests the growth of the economy. The
financial policies and the monetary policies are able to sustain a stable
growth rate. The reforms pertaining to the monetary policies and the
macroeconomic policies over the last few years have influenced the Indian
economy to the core.
With sustained deregulatory measures, exposure to international financial
markets and the introduction of new products and services, the Indian
financial sector is charting an impressive growth path.
According to global research data from Macquarie, India is the most
preferred stock market in terms of portfolio allocation owing to current
lucrative valuations and the government fiscal measures taken to boost
liquidity in the economy.
With sustained deregulatory measures, exposure to international financial

markets and the introduction of new products and services, the Indian
financial sector is charting an impressive growth path.
According to global research data from Macquarie, India is the most

preferred stock market in terms of portfolio allocation owing to current
lucrative valuations and the government fiscal measures taken to boost
liquidity in the economy.
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The market is also expected to undergo a structural transformation with

organised players increasing their market share. As a measure to ease the
present liquidity situation and boost market volumes, the Securities and
Exchange Board of India (SEBI) will be allowing cross-margining norms to
all the participants in the market.
In a previous move in May 2008, SEBI had permitted institutional investors

to avail this facility. According to SEBI, "In order to improve the efficiency
of the use of the margin capital by market participants, it has now been
decided to revise the existing facility of cross-margining and to extend it
across cash and derivatives segments to all categories of market participants."
In a recent move, the government has permitted liquidity support for non-
banking finance companies (NBFCs) through a subsidiary of state-run lender
Industrial Development Bank of India (IDBI). The liquidity support would be
worth approx. US$ 3.94 billion–US$ 4.93 billion and can be utilised by the
NBFCs only to repay active liabilities. The measure is expected to look after
the liquidity needs of the NBFCs for around the first six months of 2009.
According to a MasterCard survey, Mumbai leads the pack of strategically

important commercial centre in emerging nations, ahead of Shanghai and
Kuala Lumpur.
"In terms of financial services environment, Mumbai ranks one among all 65
cities covered by the index. It received the top score in the dimension of
banking services and currency exchange regulations, and ranked highly on
the volume of financial services traded," said the report. In all, eight cities
from India found a place in the list.
Furthermore, foreign pension funds are bullish on India, with over 40 such
funds (endowments and university and family foundations) getting registered
with the SEBI, during the last few months. One of the reasons for this was the
simplification of regulations by SEBI.
3.1 Future of Indian Financial Service Sector:

India’s financial services sector will enjoy generally strong growth during
coming years, driven by rising personal incomes, corporate restructuring,
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financial sector liberalization and the growth of a more consumer-oriented,

credit-oriented culture. This should lead to increasing demand for financial
products, including consumer loans (especially for cars and homes), as well
as for insurance and pension products. India’s financial services sector is
expected enjoy generally strong growth during coming years, driven by rising
personal incomes, corporate restructuring, financial sector liberalization and
the growth of a more consumer-oriented, credit-oriented culture. This is
expected to lead to increasing demand for financial products, including
consumer loans (especially for cars and homes), as well as for insurance and
pension products.
3.2 Opportunities for the financial sector of India

 The distributed financial gain of the venture capital funds is not taxed.
The financial gains are taxed after the investors receive as income
 The have more insurance and banking products introduced into the
market to broaden the spectrum which in turn would boost the growth
of the sector
 Further nullification of the regulations have to take place in order to

increase the competition and boost the growth of the financial sector to
reach the US$ 51 billion mark
4. Company Analysis
Edelweiss is one of the leading financial services company in India. Its
current businesses include investment banking, securities broking, and
investment management. It provides a wide range of services to corporations,
institutional investors and high net-worth individuals.
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4.1 Evolution of the company:
The Edelweiss Group is a conglomerate of 31 entities including 28

Subsidiaries and 2 Associate companies, engaged in the business of providing
financial services, primarily linked to the capital markets. It operates from 43
other offices in 19 Indian cities. Since its commencement of business in
1996, it has grown into a diversified Indian financial services company
organized under agency and capital business lines operated by the Company
and its thirteen subsidiaries. The Managing Director and C.E.O of the
company is Mr.Rashesh Shah. Edelweiss Capital Limited
(www.edelcap.com), incorporated in 1995, today has emerged as one of
India’s leading integrated financial services conglomerates. The Edelweiss
group offers one of the largest ranges of products and services spanning
varied asset classes and diversified consumer segments. Its businesses are
21
broadly divided into Investment Banking, Asset Management, Broking

Services and Loans. The company’s research driven approach and consistent
ability to capitalize on emerging market trends has enabled it to foster strong
relationships across corporate, institutional and HNI clients. Edelweiss
Capital Limited employs over 1500 employees, leveraging a strong
partnership culture and unique model of employee ownership.
4.2 Organizational structure
The Board comprises of four independent and two non-executive directors

out of a total of eight directors, each of whom brings in his own expertise in
diverse areas. The focus is on strong corporate governance. There is an
Independent Risk Committee headed by an external director.
4.2.1 BOARD OF DIRECTORS
The Board comprises of four independent and two non-executive directors

out of a total of eight directors, each of whom brings in his own expertise in
diverse areas. The focus is on strong corporate governance. There is an
Independent Risk Committee headed by an external director.
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4.3 Financial Performance at a Glance

Edelweiss over the past few years has delivered strong operating and
financial performance. It has a strong track record of high growth and
profitability. Our revenues have grown at a 4-year CAGR of 149% while our
net profits have increased at a 4-year CAGR of 143% upto March ‘08. As on
March 31, 2008 Edelweiss’ Group Net worth stood at over Rs. 23 billion
including minority interest, indicating a strong balance sheet. Equity capital
is the primary source of funding for the company besides debt. The leverage
as on 31st March 2008 is below 1:1 indicating the healthy position whereby
the balance sheet can be further levered easily for improving the ROEs.
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4.3.1 Consolidated Financial Performance of Edelweiss Capital Limited
24
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4.4 Business Overview

Edelweiss’ operations are broadly divided into Agency and Capital business
lines. The strategies employed ensure that the divide would broadly remain
equal among the two. The Agency business line includes Investment
Banking, Broking - both Institutional and HNI, Asset management and
Investment advisory services. The Capital business line includes Lending and
Treasury Operations.
4.4.1 Investment Banking

Edelweiss has one of the most extensive product offerings within Investment
Banking in India, catering to different market and client segments. The verticals
within Investment Banking include Equity Capital Markets, Mergers &
Acquisitions Advisory, Private Equity Syndication, Structured Finance Advisory,
Real Estate Advisory and Infrastructure Advisory.
4.4.2 Broking
Institutional Equities
Edelweiss has one of the leading institutional equities businesses in India backed
by a large and experienced research team and a large and diversified client base.
Intense servicing, seamless execution and innovative research products have
helped Edelweiss build strong relationships with over 300 institutional investors,
including FIIs and domestic institutional investors. Research coverage presently
extends to over 200 companies across 19 sectors.
Private Client Broking
Edelweiss offers dedicated brokerage services to high net-worth individuals with a

strong emphasis on building long-term relationships with clients. Product offerings
26
include specialized trading execution for active trading clients and structured
products like equity linked capital protection products.
Wealth Management
The Primary focus is on understanding each HNI client's profile including life
style, risk appetite, growth expectations, current financial position and income
requirements to create comprehensive and tailored investment strategies. Edelweiss
offers customized products along with practice models and advisory teams
specializing in servicing the underserved NRI segment. The broad range of
offerings includes asset allocation
advisory to Structured Products, Portfolio Management, Mutual Funds, Insurance,
Derivatives Strategies, Direct Equity, Private Equity, and Real Estate Funds etc.
Asset Management
Alternative Asset Management focuses on advisory/management expertise for

Private Equity Fund, India focused Multi-Strategy Fund, Real Estate Fund and a
Bonds Fund. Recent Initiatives that have been announced include setting up an
ARC and a Distressed Assets Fund. On the Domestic AMC side, Edelweiss
Mutual Fund has launched two Debt Funds, one Liquid Fund and one ELSS Fund.
Treasury
The Treasury Operations in Edelweiss is similar to that of a Treasury in a
Commercial Bank and focuses on liquidity management and yield optimization.
This division has adopted a multi–strategy/multi-book approach to diversify and
grow its portfolio while imparting liquidity in the balance sheet. The Company
follows a disciplined and conservative approach to cash management with
emphasis on strong risk policies and capital preservation.
Lending
With a deep knowledge and understanding of capital markets, the Company’s

primary offering in the lending business includes products such as promoter
funding, loan against shares, IPO financing, Loan against ESOPs etc. It’s prudent
financing norms and a conservative margin of safety ensures low or nil non–
performing loans.
Financial Products Distribution

27
Among the recent initiatives, Financial Products Distribution focuses on giving

advice and analyzing the best financial product options available in the market. It
involves the distribution of the full range of third party financial products and
services for the retail customer.
5. Details of the project

5.1 Work done till date
As on 15 July 2009 client profiling and client relationship management has

been successfully implemented for corporate clients as well as for retail
clients.
5.1.1 Corporate Client- Tata Motors Finance & Shanchi Milk federation
During the initial phase of my project I along with my team member searched
for the corporate clients. We searched for prospective corporate clients
thorough internet and reference. We got contact numbers of many companies
through internet. Our first approach with the company was telephonic. With
the continuous search we were able to crack Tata Motors finance &
Shanchi milk federation which is one of the company in M.G road near
T.I.& managliya near dewas naka Indore .
5.1.2 Retail Clients
For the retail clients I focused on Employees of Mphasis & Tele
Perphormence which is a call centre in Indore.
Mphasis, an EDS company, is a leading – Applications Services, Remote
Infrastructure Services, BPO and KPO services provider. We deliver real
improvements in business performance for clients through a combination of
technology know-how, domain and process expertise. With currently over
24,000 people on the roles, we service clients in Financial Services,
Healthcare, Communications, Transportation, Consumer & Retail industries
28
and to Governments around the world. More information can be gathered

from www.mphasis.com.
Company selected for the project- Mphasis
Location- Plot No 17, Race Course Road, Indore
Industry to which company belongs- Business Process Outsourcing
Number of employees- 1000(approximately)
Company in existence at the above said location- One and a half years
Company selected for the project- Tele Perphormence
Location – In front of orbit mall vijay nagar road
Industry to which company belongs- Business Process Outsourcing
Number of employees- 1100(approximately)
Company in existence at the above said location- One and a half years
5.1.3 Other retail clients

Apart from employees of Tata Motors finance & Shanchi milk federation
and Mphasis& Tele Perphormence retail clients were also generated
thorough direct approach, data Collect our reference.
Clients were acquired and retained through the following process:
 Identifying the prospective client

 Gathering information about client
 Promoting a client-oriented product/service
29
 Providing successful client support

 Handling client complaints
 Building a long term relationship
5.2 About the product
U
O
C
A
T
S
E
V
N
I
As per the schedule in the first two weeks I got the product knowledge and
the various schemes which are to be provided to the various clients to
maintain a long term relationship which in others refers to CRM from the
company. The product includes:
Investment Account – It is a product which provides the investors with a

platform of getting a Demat account, trading account, information’s
regarding mutual funds floating in the market and information regarding the
various insurance floating in the market
5.2.1 Facilities included in investment account:
 It includes Mutual fund investment
 Annual maintenance cost free for two years
30
 Online portal- www.edelblue.com
 Offline trading facilities
 Toll free number
 Personalized Dealer
 Relationship manager (RM)
 Free mobile tips
 Daily market report, weekly report and monthly report
 Transaction charges nil in Intraday and delivery
 No depository participant charges
 75% margin holding.
Various schemes of Investment Account:
 1250 Plan:
In this, customers have to pay amount worth Rs.1250. These
charges are for account opening. And six month brokerage free,
turnover 200000.
Features:
 There is no minimum margin compulsory for investment.
 Brokerage charges- 0.045(Intraday), 0.4(Delivery)
 Advance Brokerage Plan:
Cost of Brokerage Validity Turnover

subscription Intraday/delivery
Rs. 1250 0.045/0.45 6 month 200000
Rs. 2450 0.04/0.4 1 yr 1000000
Rs.4950 0.03/0.3 1 yr 2500000
31
Rs.7450 .025/.25 1 yr 5000000

Rs.9950 0.02/0.2 1 yr 10000000
5.2.2 Benefits of the software:
 Online-Platform for Tax-Planning –My Edelweiss

 Online-Platform for Direct Equity Investment- Equity
 Online Platform to Access Edelweiss Research (Crisil Rated P1 Grade )
- Research & Strategy
The various schemes were also explained to us so that we can provide with
the right scheme to right investor which suits there need.
32
5.3 Methods of data collection

The methods used in the project for the purpose of data collection are
SOURCES
Primary Sources Secondary Sources

 Questionnaire  Website of the client
 Interviews/ company
Appointments  Database of the company
 rrR

The analysis of the data will be done with the help of the graphical tools.
5.4 Methodology
33
 Sampling Units- The respondents of the questionnaire are categorized are

the prospective customers of the Edelweiss Capital Limited
 Sample size - Survey will be conducted for 50-100 respondents who are the
prospective customers of the Edelweiss Capital limited
 Sampling Technique - The respondents were interviewed with the help of

a well structured questionnaire and will be interviewed personally to gather
the required information
Sources of data - Data collected for the project study is inclusive of both
primary as well as secondary data.
Primary Data: Primary Data is collected from the employees of the
Mphasis and Tele Perphormence from the prospective customers
Secondary data is provided by the company. Secondary data is
also collected from internet, reference, journals and brochures.
6. Analysis of the data collected

34
50 respondents were given a questionnaire
6.1 Gender distribution among the respondents:
Male 38
Female 12
40
35
30
25
20
15
10
0
male Female
Fig.1
Interpretation: Y-axis represents no. of persons and X-axis shows
corresponding data of males and females. Out of these 50 respondents 38
were males and 12 were females.
6.2 Income distribution among the respondents:
35
Income level No. of persons

Less than 5000 28
5000-15000 11
15000-30000 8
above 30000 3
30
25
20
15
10
No. of persons
5
0
Fig.2
Y-axis represents no. of persons and X-axis represents income level
Income level No. of persons
less than 5000 28

5000-15000 11
15000-30000 8
above 30000 3
6.3 Saving distribution among the respondents:
36
Saving distribution
40
35
30
25
20
15 Fig.3
Saving distribution
10
5
0
00 00
0 00 00
30 6 15
0
15
0
n 0- 0-
tha 30
0 0 ha
n
s 60 t
les or
e
m
Interpretation: Y- axis represents no. of persons and X-axis represents

amount of saving.
Saving level No. of persons
Less than 3000 34

3000-6000 9
6000-15000 5
more than 15000 2
6.4 Number of people who invest out of 50 persons
Do you Invest?
No. of respondents who said yes- 41
No. of respondents who said no.- 9
37
Do you invest?
45
40
35
30
25
20
15
10
5
0
Yes No
Fig.4
Interpretation: Y- axis represents no. of persons and X-axis

corresponding no of persons who invest and who don’t invest. Out of 50
respondents 41 invested their saving in any of the investment instrument.
6.5 In which investment instrument do you invest? :
Investment instrument
18
16
14
12
10
8 Investment instrument
6
4
2
0
s ce es ds its
ond r an ar un os
B su Sh l f
de
p
In ua d
ut e
M Fix
38
Fig.5
Interpretation: Y- axis represents no of persons and X-axis represents in

instruments in which people invest. Respondents either preferred shares or fixed
deposits. This might be because of their interest in shares and safety in fixed
deposits. Lack of knowledge about mutual fund and bonds made them to stay from
these instruments. Investment insurance was moderate.
Investment instrument No. of persons
Bonds 2
Insurance 10
Shares 17
Mutual funds 8
Fixed deposits 13
6.6 Are you already using the services of Edelweiss
Options No. of Respondents
Yes 6
No 44
39
No. of Respondents
50
45
40
35
30 No. of Respondents
25
20
15
10
5
0
Yes No
Fig.6
Interpretation: Y- axis represents the no of respondents who use Edelweiss

services or not. X-axis represents corresponding response of “yes” or “no”.Out of
41 respondents who invests only 6 respondents uses Edelweiss services. So we can
infer that penetration of Edelweiss services is very low.
7. Findings from the data

 Out of the total respondents percentage of investment from females was
very less in comparison to male.
 Income distribution was heavily towards less than 5000 category. There
were only 3 persons who earn more than 30000. This implies there
were very few respondents who could invest heavily.
 Savings of the respondents was not as much so that they can invest
heavily. Most of the respondents saved less than 3000 per month
 Most of the respondents were aware of the investment instruments
available. Out of 50 respondents 41 already invested. This implies
respondents were aware of the investment opportunities in market.
40
 Among the investment options, mostly respondents preferred shares

and fixed deposits. The reason being lack of knowledge about other
investment instruments.
8. Conclusions
After going through all the aspects of client profiling and client relationship
management, it can be inferred that client profiling and client relationship
management is very much necessary to survive in the fiercely competitive market.
In order to give clients the best product and maximum satisfaction, it is
indispensable to do their profiling first. Customer Profiling helps in finding new
customers for business. It will extract people and/or businesses that match the
profile of our product. For example, we wouldn't try to sell a fur coat to an animal
activist or a pack of cigarettes to a health advocate.
Therefore client profiling should be first thing to be done by Edelweiss before

approaching any of the client. Customer profiling is one of the best prospecting
tools. By applying profiling techniques, you can fully exploit data about customers
buying patterns and behavior and gain a greater understanding of consumer
motivations. Customer Profiling helps to dramatically increase response rates of
your marketing campaigns by micro targeting the right customer with the right
product.
I applied the concept of client profiling and I used it to profile the employees of
Mphasis Tele Perphormence. Accordingly I approached them with the product that
suits them best.
Client Relationship management also helped me to build long term relations with
my customers. This kind of harmonious relationship will further bring new
business opportunities to Edelweiss in the form of new clients. Through continuous
follow up of clients I could built personal and healthy relationship with my clients.
With the economy showing signs of consolidation and recovery, it is now even
more important for Edelweiss to attract new customer as the market is expected to
do well in coming months. To do so it is of utmost importance for Edelweiss to use
client profiling and client relationship management.
41
9. Recommendations
During my project I came across certain aspects about Edelweiss. These aspects
are as follows:
More accessibility- Edelweiss has only one branch in Madhya Pradesh. In order to
increase its reach Edelweiss needs have more no. of branches so that as much as
clients can be converted into new business opportunities.
More promotional activities- Since Edelweiss has recently started its retail
broking business; it needs to aggressively make itself aware to the common public.
Although Edelweiss has done well in HNI sector, but to do well in retail sector it
needs to do more of the promotional activities.
Customized Seminars for working persons –As per my experience with Tata
Motors Finance & Shanchi Milk federation prospective clients are busy in their
own job. Most of the retail clients are either employed or professionals who don’t
have time to think about investment planning. Edelweiss needs to cater to their
needs by arranging seminars on weekends, so that prospective clients can come
and gain insight about the company and investment avenues.
Effective sales time- Since market conditions is improving its important to capture
those clients who are not active due to bad financial market. For this
Edelweiss needs to have more dedicated and effective sales team.
42
10. Attachments
Questionnaire
1. Name:
2. Age:
3. Gender:
4. Mobile:
5. Company:
6. Designation:
7. Email:
8. Income:
Less than Rs. 5000 Rs. 5000 – Rs. 15000
Rs. 15000 – Rs. 20000 above Rs. 30000
9. Savings:
Less than Rs. 3000 Rs.3000 – Rs.6000
Rs. 6000 – Rs. 15000 more than Rs. 15000
43
10. Do you invest? YES NO
If yes then in which of the following:
BONDS INSURANCE SHARES
MUTUAL FUNDS FIXED DEPOSITS
If others please specify________________________________________
12. Pan Card:
13. Address proof:
14. Have you heard about Edelweiss? YES NO
15. Please give any reference: ________________________________________
Date: signature
44
11. References
 www.edelcap.com
 www.economywatch.com
 www.indianeconomy.org
 www.business.mapsofindia.com
 www.indiaeconomystat.com
 www.ecofin-surge.co.in
 www.wikepedia.com
 Financial reports of edelweiss
45

A Project Final Report ON Edelwiess Capital Limited BY Mr. Anil Kumar MBA SECOND SEM (2008-2010)

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A Project Final Report ON Edelwiess Capital Limited BY Mr. Anil Kumar MBA SECOND SEM (2008-2010)

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A PROJECT FINAL REPORT

SIP TRAINING PROJECT

CLIENT PROFILING AND CLIENT

I, Anil Kumar, Enrolment No. IMIMBAC041F2008-2010, a student of

I would like to record my sincere gratitude to Edelweiss Capital Ltd., Indore

I also express my sincere gratitude to my faculty guide Prof. Ajay Jain

The title of my project is “Client Profiling and Client Relationship

I am profiling the employees of Mphasis (BPO Company) for Edelweiss Securities

Education Sector Client- CIIT, RKDF, RIT, Star Academy (College)

Mphasis, an EDS company, is a leading – Applications Services, Remote

Fig. Particulars Page no.

Client Relationship Management systems are also important to the top

As the economy is growing, the demands and expectations of the customers

 to understand the need of the corporate clients for the company

 To identify the optimal customers

 To analyze the buying patterns and behavior and gain a greater

 To analyze the factors that affect the customers relationship with

 To recommend the company the ways for maintaining long term

1.3 Scope of the study

response rates of marketing campaigns by micro targeting the right customer

 Primary data collecting was time consuming

1.5 Data collecting methods

According to the World Bank, India is classed as a low-income economy.

2.1 Change in the outlook

2.2 Recent Growth Trends in Indian Economy

The structural transformation that has been adopted by the national

Growth in the manufacturing sector has also complemented the country’s

Additional factors that have contributed to this robust environment are

2.3 India Economy: Effects of the US Financial Crisis in India

globally, we should understand the severity of it and the possible

According to Business Standard, vice-president of Karvy Stock broking

Sify.com reported Jagannadham Thunuguntla, head of the Delhi-based SMC

2.4 Indian Economy Statistics & Indicators: Further Details

Indian Economic Indicators

5.3% - Q3, 2008-09

2.8% (Apr-Feb, 2008-09)

0.18% (April 4, 2009)

Bank Rate: 6% p.a;

The 2007-2008 Indian Economic Survey has projected inflation to be just

With sustained deregulatory measures, exposure to international financial

According to global research data from Macquarie, India is the most

The market is also expected to undergo a structural transformation with

In a previous move in May 2008, SEBI had permitted institutional investors

According to a MasterCard survey, Mumbai leads the pack of strategically

3.1 Future of Indian Financial Service Sector:

financial sector liberalization and the growth of a more consumer-oriented,

3.2 Opportunities for the financial sector of India

 Further nullification of the regulations have to take place in order to

4.1 Evolution of the company:

The Edelweiss Group is a conglomerate of 31 entities including 28

broadly divided into Investment Banking, Asset Management, Broking

4.2 Organizational structure

The Board comprises of four independent and two non-executive directors

The Board comprises of four independent and two non-executive directors

4.3 Financial Performance at a Glance

4.4 Business Overview

4.4.1 Investment Banking

Edelweiss offers dedicated brokerage services to high net-worth individuals with a

Alternative Asset Management focuses on advisory/management expertise for

With a deep knowledge and understanding of capital markets, the Company’s

Financial Products Distribution

Among the recent initiatives, Financial Products Distribution focuses on giving