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Religare Securities LTD CRM Report PDF
Religare Securities LTD CRM Report PDF
WITH
UNIVERSITY, PUNE
Submitted By
PRN:
1
Tilak Maharashtra University, Pune
(Deemed Under Section 3 of UGC Act 1956 Vide Notification
CERTIFICATE
Date:
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ACKNOWLEDGEMENT
It is said, the most important single word is „WE‟ and the zero important single word is
„I‟. This true even in today‟s modern era. It is absolutely impossible for a single
individual to complete the assigned job without help and assistance from others.
I am thankful to all of my friends and batch mates for their help in completing this project
work. Finally, I am thankful to my entire family members for their great support and
encouragement.
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TABLE OF CONTENTS
Chapter 1. Rationale of the Study.
Research Design
Data Collection Methods / Sources
Sampling Plan which should include sampling unit, sampling size and
sampling methods viz. questionnaire methods interview methods observation
etc.
Chapter 6. Data Analysis and interpretations using various charts and
graphs
Chapter 7. Findings
Appendix –
Copies of questionnaire
Copies of form or any from the company
Bibliography
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CHAPTER 1.
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RATIONALE OF THE STUDY
3. Explore Data
5. Build Model
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The company can then use the information to learn about the behavior of its
customers and improve the way it does a business. It can look at recurring complaints
from multiple customers to solve a problem which would otherwise go unchecked with a
normal formats and management system of the company.
The main objective of my project is to find effective solution for the Customer
Relationship Management and accordingly increase the credibility and profitability of the
company. This study is more related to consumer behavior and perception about the
facilities and convenience provided by the company, Customer Satisfaction is
emphasized in this management.
o Providing employees with the information and processes necessary to know their
customers, understand their needs, and effectively build relationships between the
company, its customer base, and distribution partners.
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CHAPTER 2.
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OBJECTIVES OF THE PROJECT
As the company stands second in India in aspect of turnover after Kotak Mahindra
Securities, it‟s clear that it has very strong Customer Relationship Management System
and perfect people to handle it properly for the benefit of customers and company as well.
Actual and personal meeting with existing customers and employees has brought me
to the reality of the effectiveness of the system and their success. For analyzing the same
factor I staked my whole duration of the project and simultaneously for internal study and
market watch and other group assignments.
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Questionnaire is based on the existing services and the satisfaction level of the
existing customers which includes questions like Name, Age, Gender, Income,
Investment Frequency, feedback about services which they are provided like
conformation, calls, suggestions, solutions on stuck money like dead investment and all.
On an average all the customers are happy with the company and look forward to the
growth of it.
Scope the this study is it will assist Religare to get its own Customer Relationship
Management system mirror well and it will get all the important things before eyes to
apply all the possible ways to provide a superb service to the customers and accordingly
make them loyal and retain them long lasting and also to get new customers to be served.
Scopes can be stated in few points as follows.
o Profitability Increment
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The heart of CRM is not being customer centric but rather to use customer
profitability as a driver for decision making and action. Before exploring this assertion, it
is useful to review the process of resource allocation as it is practiced in most
organizations. The budget process largely consists of an extrapolation of the past.
Resource constraints pit function against function with back room deals that are based on
internal politics versus the marketplace. This decision process has little insight as to what
is working and what is not working (as it applies to the marketplace) or for that matter
why? Without insight relative to cause and effect, the organization has no choice but to
follow intuition and anecdote. It is analogous to the story about the marketing VP who
admitted that half the advertising budget was wasted; the problem was he did not know
which half.
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CHAPTER 3.
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Profile of company
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All employees of the group guided by an experienced and professional
management team are committed to providing financial care, backed by the
core values of diligence and transparency. REL offers a multitude of
investment 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 acquisition of London‟s oldest
brokerage and investment firm, Hichens, Harrison and Co. plc. With a view
to expand, diversify and introduce offerings benchmarked against global
best practices, Religare operates its Life Insurance business in partnership
with the global major- AEGON. For its wealth management business
Religare has partnered with Australia based financial services major-
Macquarie. Religare has also partnered with Vistaar Entertainment to launch
India‟s first SEBI approved Film Fund offering a unique alternative asset
class of investments.
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o RSL is a member of the National Stock Exchange of India, Bombay
Stock Exchange of India, Depository Participant with National
Securities Depository Limited and Central Depository Services (I)
Limited, and is a SEBI approved Portfolio Manager.
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A highly process driven, delight approach
Further, Religare also has one the largest retail networks, with its
presence in more than 1800* locations across more than 490* cities and
towns. This means, you can walk into any of these branches and connect to
our highly skilled and dedicated relationship managers to get the best
services.
o Single window for all investment needs through your unique CRN
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Religare Enterprise Limited, through its subsidiaries, offers a range of
integrated financial products and services to retail inventors, high net worth
individuals, and corporate and institutional clients in India. It operates in
three divisions: Retail Spectrum, Wealth Spectrum, and Institutional
Spectrum. The Retail Spectrum division offers equity brokerage,
commodities brokerage, personal financial services, including insurance
brokerage and mutual fund distribution; internet trading; loans against
shares; and personal loans. The Wealth Spectrum division provides portfolio
management services, wealth advisory services, and private client equity
services, such as international equity services. The company was formerly
known as Religare Enterprises Private 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.
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Industry Profile
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Industry Profile
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There have also been major changes in the way business is conducted.
Technology has emerged as the key driver of business and investment advice
has become research based. At the same time, adherence to regulation and
compliance has vastly increased. The scope of services have enhanced from
being equity products to a wide range of financial services. Investor
protection has assumed significance, and so has providing them with
education and awareness. Greater need for capitalization has induced several
firms to access the capital market; foreign firms are showing increasing
interest in taking equity stakes in domestic broking firms.
1. Corporate memberships
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2. Wider product offerings
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3. Greater reliance on research
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5. Foreign collaborations and joint ventures
The way the brokerage industry is run and the manner in which
several of them pursued growth and development attracted foreign financial
institutions and investment banks to buy stakes in domestic brokerage firms,
paving the way for stronger brokerage entities and possible scope for
consolidation in the future. Foreign firms picked up stake in some of the
leading brokerage firms, which might lead to creating of greater interest in
investing in brokerage firms by entities in India and abroad.
7. Online broking
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trading conducted. A wide range of incentives are being created and offered
by online brokerage firms to attract larger number of
clients.
8. Compliance oriented
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for in-depth training and skills sets on topics such as trading programs,
valuations, economic and financial forecasting and company research.
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11.Fragmentation
12.Capital Adequacy
13.Global Opportunities
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14.Opportunities from regional finance
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16. Competition from foreign firms
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Chapter 4.
Literature Review
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Literature Review
Historical Background:
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Similarly, enterprise resource planning (ERP) vendors realized that
the 360-degree view of the customer has to include transaction data, so they
have likewise developed 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 database that is supported by business analytics. Each vendor has
variations on this theme.
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Components of CRM:
Relevant 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 presents it in desirable format to the company. The
data is used for sales, marketing, services and other applications.
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2. Sales:
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4. Customer Service and support:
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The essential link between Marketing, Sales and Customer Service:
Too often, the three key functions that directly affect customers -Marketing,
Sales and Customer Service – operate independently of one another. This
can create confusion and inconsistency in how you communicate and service
your customers. For examples, marketing staff may come up with a price
promotion. However, if that is not communicated to the sales team, the result
could be incorrect 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.
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Similarly, 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 turnover 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.
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Over the years Religare Securities Ltd. has played a successful role in
client'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 valued clientele.
Institutional Broking
NRI Investments
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Stock Data
8,964,404,553
2008 Sales Employees: N/A
(Year Ending Jan 2009).
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NEWS:
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Equities
What is equity?
Dematerialization
What is Demat?
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who 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 physical shares. If
at a later date you wish to have these "Demat" securities converted back into
paper certificates, the Depository can help to revive the paper shares.
What is a Depository?
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India (IDBI), Unit Trust of India (UTI), National Stock Exchange of India
Ltd. (NSEIL) and the State Bank of India (SBI).
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Chapter 5.
Research Methodology
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Research Methodology
Research Design:
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Nature of Research:
Type of Analysis:
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Sources of Data:
a. Primary Data:
The 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 Branch with daily
visiting customers. The primary data sources include copies of questionnaire
and data of their respective responses.
b. Secondary Data:
The 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.
Some of the web sites http://www.religaresecurities.com/ and some others
like.
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Chapter 6.
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Primary Data Collection
Research Technique:
Contact Method:
Sampling Plan:
a) Population:
b) Sample Size
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c) Sample Element
d) Sample Extent
e) Sample Duration
The survey was undertaken from the 01st June, 2009 to 30th July,
2009 i.e. for two months.
f) Research Instrument:
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Chapter 7.
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Data Analysis & Interpretation
1. Respondents:
Number of 30 8 24 38
respondents
Interpretation:
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2. Income Group(Annual):
7%
13%
43% 10000 - 1 Lakh
1 Lakh - 5 Lakh
37% 5 Lakh - 10 Lakh
10 Lakh - Above
Number of 43 37 13 7
respondents
Interpretation:
Above pie chart represents that the research contained 100 investors
and customers of Religare Securities Ltd. All the people 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 Lakh
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2. Company Interaction via Email and Telephone Calls:
Poor
Fair Excellent
Good
Number of 2 11 59 18
respondents
Interpretation:
From 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 mostly dealers are in touch of
regular traders / customers and customers also get loyal to the company
through this practice. Every call is taped by default for the evidence of
orders to buy or sell the stocks and Emails too.
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3. Do you find company‟s investment tips useful and beneficial?
1% 3%
Yes
No
96% Can't Say
Number of 96 1 3
respondents
Interpretation:
When it was asked sudden and on the time answer was the same of
maximum people, 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 Loss‟, 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.
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4. Where do you rate Religare on the scale of 10 in terms of
Services?
4%
14%
42% 4
6
40% 8
10
Religare on the 4 6 8 10
scale of 1 to 10
Number of 4 14 40 42
respondents
Interpretation:
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5. Where do you invest/ trade mostly?
15%
19% Equity
66% Commodity
Currency
Number of 66 19 15
respondents
Interpretation:
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6. Where do you trade mostly?
15%
48% Intraday
37% Delivery
Both
Number of 48 37 15
respondents
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Interpretation:
In Delivery, people say here is „No / Low Risk, More Money‟ , in this
people say if scrip goes down like „Satyam‟, then also we get chance to book
profit buying current stocks in low price and putting old stock aside
temporarily. Here we find people hesitate 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.
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7. Do you trade in any other broking firm?
27%
Yes
73% No
Number of 73 27
respondents
Interpretation:
Above pie chart represents the maximum people have their D‟mat A
/c and Trading 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 attractive and attachable to emotions cause of services.
Few of them were hesitating while answering this question.
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8. Are you satisfied with the services provided by Religare?
0%
1%
35% Strongly Yes
Slightly Yes
64%
No
Slightly No
Number of 64 35 1 0 0
respondents
Interpretation:
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9. Since last how many years you are in field of trading?
Number of 26 57 17
respondents
Interpretation:
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Findings
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Findings
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Customer Relationship Management Risks
CRM should be kept and handled and carefully kept inside the
company only otherwise Customers Database can be misused by
rivals.
This data is called Primary Data, which is considered very genuine but
is this case it misrepresents the Reality and Credibility.
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Some people, its felt that they gave fake response, with impression
that this questionnaire is from Religare Securities internal.
Some people did not take it serious because this was not important to
them as they are busy for trading at dealing Room.
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Chapter 8.
Limitations
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Limitations
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Suggestions
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Suggestions
1. Short Duration:
2. Customer Category:
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Appendix
I. Copy of questionnaire
II. Bibliography
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Questionnaire
1. Name:________________________________________________
2. Contact
No:________________________________________________
3. Occupation:
4. Income Group(Annual):
4 6 8 10
Yes No
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11. Are you satisfied with the services provided by Religare?
Yes No
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Bibliography
Websites =
http://deadpresident.blogspot.com
http://religareonline.com
http://www.religaresecurities.com
Newspapers =
The Hindu
Books =
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