The projects main objective is to study the Customer Relationship Management. The other objective is to study relation of satisfaction with various other parameters. The project consists of the Broking industry profile, which gives you deep insight of the industry. There is a brief study of Edelweiss Broking Limited and what are the products they offer. The research was done with existing clients. The questionnaire was conducted via telephonic interview. The analysis is done based on the answers given. Graphical report of each and every question is generated with the valid interpretation given by the RMs of Edelweiss Broking Limited, Dadar Branch. The analysis focuses mainly on how to manage relationship with customer and what really affects the satisfaction of the customer. The findings are based on the analysis done and the results generated. The findings came out with various limitations. Proper suggestions based on the limitations are provided related to relationship building with the customers. This research would be beneficial for the company to improve their relations with the customer and help them to overcome various limitations. The focus on the satisfaction in the project with relation to various parameters will help the company to know the area of improvement.
Customer Relationship Management (CRM) is a business approach which recognizes the importance of customers as the driving force behind the success of failure of any business. It enables the business organization to maintain, analyze and act upon the information which the business identifies as relevant to improve its relationships with the customer, and thus enhance its chances of success. Customer Relationship Management (CRM) helps companies improve the profitability of their interactions with customers while at the same time making the interactions appear friendly through individualization and personalization of services. This management includes Data Mining with the help of which Customer Life Cycle can be managed well in Acquiring new customers, increasing value of the customers, retaining good customers. The basic steps of Data Mining for effective CRM are:
1. Define Business Problem
2. Build Marketing Database
3. Explore Data
4. Prepare data for modeling
5. Build Model
6. Deploy model and results
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. Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team.
Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)
Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
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.
2. OBJECTIVES OF THE PROJECT
A. Title of the project:
Customer Relationship Management (CRM) with Edelweiss Broking Limited.
B. Objective of the Study:
The objective of the project was to analyze Effective Customer Relationship Management‟ for Edelweiss Broking Ltd, for that we have to understand current CRM System and Services provided from the company and its effect on Customer Needs, Satisfaction Level, their response and emotions. The objective of this study to analyze existing customer satisfaction as those customers are the key sources to new customers with respect to the performance, sales efforts and sales service. The other objective was to study the correlation of satisfaction with various parameters. As the company stands in the top five, 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 worked as a Jr. HNI in the company during my internship period, acquired a client on subscription and serviced him, to do a deep study on CRM. I also interviewed all the Relationship Manager to get a clear insight of the Edelweiss CRM system. 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.
C. Scope of the study:
Scope of this study is it will assist Edelweiss Broking Ltd. 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.
Maintain current / existing customers.
Achieve new potential customers.
Retain all the customers.
Reputation and credibility Increment, etc.
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.
Edelweiss is driven by the emphasis we place on building long-term relationships with our clients. The core inspiring thought of ‘ideas creating wealth and values protect it’ is translated into an approach that is led by intrapreneurship and creativity and protected by intellectual rigor. securities broking.
. It is the practice of this core thought that has led to Edelweiss becoming one of the leading financial services company in India. the protective arms of the letter „e‟: We believe ideas create wealth. We provide a wide range of services to corporations. Around it. We work closely with our clients to equip them with the ability to address large.3. but values protect it. a rare flower found in Switzerland. research and analysis. You will discover in our identity: A graphic flower that represents ideas. fast growing market opportunities. Company Profile
Edelweiss. Its current businesses include investment banking. institutional investors and high net-worth individuals. and investment management. Our emphasis on long-term relationships also means that we have a significant ongoing involvement with almost all of the clients that we work with.
We respect our competitors. Research Driven All our businesses are built on a research and analytics foundation. Our understanding of underlying market trends and strong analytical expertise has resulted in a demonstrated ability to identify emerging trends and themes early. honesty and integrity in our business dealings.Execution Orientation
We focus obsessively on delivering high quality execution through our experienced team of professionals. We seek to provide the highest quality research and investment opinions to our clients
. and hunger for learning and taking on additional responsibility. We place strong emphasis on confidentiality and integrity in a sensitive business environment. Our team is encouraged to display higher levels of initiative. drive.
Edelweiss fosters a culture that is entrepreneurial and results-driven and that emphasizes teamwork and intellectual rigor. We strive to be fair in all our dealings. both in their professional and personal lives. Each team is led by senior personnel and is highly research and ideas driven. We expect our people to maintain high ethical standards.
Professional Integrity We place a strong emphasis on confidentiality.
Board of director
„Ideas create. But when we say „values protect‟ what do we mean? Here‟s a handy guide to the values and principles we will live by and live up to.
We will be a Thinking Organization. Our clients‟ and our own success depends on our ability to use greater ideation and more imagination in our approach. We will constantly bring „thought‟ to everything we do. values protect‟ is how we define what Edelweiss believes in.
employees and shareholders.
We will take care of our People seriously.
We will focus on the Long Term.We will be Fair to our clients. We will go beyond the normal goals of attracting. Even when making short-term decisions we will be aware of the long-term implications. internally and externally. we will reflect on the long-term implications of our actions. we believe teamwork and collaboration will always ensure a better and more balanced organization.
We will focus on Growth for our clients. recruiting. Reputation is hard to build and even harder to rebuild.
Our Reputation and image is more important than any financial reward. We will also treat our clients as partners and show them the same respect and consideration that we would toward our internal team members. Our policies – in spirit and in letter – will ensure transparency and equal opportunity for all. Though the world will change a lot in the coming years and our assumptions for the future may not hold up. retaining and rewarding fine talent: We will ensure that every individual in Edelweiss has an opportunity to achieve their fullest potential. We want our clients and our employees to be „richer‟ for their relationship with us.
We will operate as a Partnership. Reputation will be impacted by our ability to think for our
. our employees and all stake holders. Though individuals are very often brilliant.
We will Obey and Comply with the rules of the land. When we are unclear we will seek clarifications. and use our financial capital wisely.BSE and NSE Derivatives Futures and Options Internet Broking. maintain confidentiality and by our adherence to our value system.Online Trading Commodities Trading . Our business is going to be a constant challenge of balancing risk and reward. We will maintain the highest standard of integrity and honesty.clients.NSDL & CDSL Portfolio Management Services NRI Investments Initial Public Offerings (IPO) Mutual Fund Investment
Equity Broking . We will endeavor to grow.
Our Financial Capital is a critical resource for growth. protect. The following is the product profile of the company. Our ability to constantly keep one eye on risk will guide us through this fine balance.NCDEX & MCX Institutional Broking Depository Services .
We will respect Risk.
the highest quality independent financial advice and transaction execution. strong focus on implementation and quick turnaround time. High quality execution . mezzanine and convertible debt.Access to key decision makers at PE funds gives us an unparalleled edge in optimal structuring and efficient closure of transactions. including private placements of equity. innovation. entrepreneurs and investors.Investment Banking
Our Investment Banking business is dedicated to providing corporations. Our professionals offer a full range of services and transaction expertise. We have been a leading Private Equity advisor for over a decade and have developed a strong expertise across industries which enable us to recognize emerging industry themes and position transactions within the context. We aim to create significant value for entrepreneurs and mature companies by helping them execute the right capitalization strategy
Private Equity Advisory
A pioneer in Private Equity advisory since its inception 11 years ago with an established leadership position in today's context.An experienced team of professionals ensures complete confidentiality. Having achieved a leadership position in the Private Equity advisory market. Our strength in Private Equity advisory stems from:
Long standing relationships with marquee PE funds . Focus on long term relationships . Our business has been built on strong relationships. we provide continued support post-transaction and have the capability to cater to investment banking needs of the client throughout his business lifecycle. Our focused effort and research-driven approach enable our professionals to be among the most knowledgeable and best in the business. We have a track record of successfully closing more than 100 transactions to date. we believe that we are ideally placed to advise promoters and companies on the key considerations in a PE fund raising exercise.In addition to handholding the client across the entire transaction process. and uncompromising ethical standards. capital raising services in public markets. mergers and acquisition and restructuring advisory services.
guaranteed mezzanine debt with equity upside. deep
. Based on each client‟s unique requirements. equity investment by the promoters.Structured Finance Advisory
Over the years. rupee senior secured debt with recourse to parent companies. It can also be structured to refinance a loan raised against the same shares by the client earlier. Our portfolio of solutions comprise the following Promoters Funding Acquisition Financing
Promoter Funding Promoter financing is mostly done to enable promoters to raise their stake in the company. we have built up significant expertise in structuring appropriate financing solutions for client specific situations and identifying and placing the transaction with institutional investors. Our key strengths include independent advice. The financing is usually against collateral of shares or other securities held by the promoter in any of the group company. both domestic as well as overseas.
Acquisition Financing There has been a significant increase in the number of acquisitions by Indian companies.
Mergers and Acquisitions Advisory
Edelweiss‟ M&A team provides insights into how companies can grow and enhance their value. we have advised on acquisition financing through appropriate stacked financing structures which comprise foreign currency senior secured debt with recourse to parent companies. The M&A team is engaged in turnkey transaction management and advises a diverse range of clients in medium to large transactions. nonrecourse debt. Acquisition financing plays a critical role in the success of inorganic growth planned by the acquirer. The transaction helps in unlocking the value of promoter shareholding by raising additional funds.
QIPs. Edelweiss‟ key value proposition to our clients include an excellent understanding and access to both public and private capital markets combined with structuring capabilities and a strong knowledge of underlying real estate markets in India through our in-house research. Our services include identification and short listing of target universe.sector knowledge backed by professionals with a range of training and experience that spans across multiple cross-border deals and our relationships with large corporate.
Equity Capital Markets
We are in the vanguard of equity capital markets having brought to the market a large number of successful and path breaking transactions. Edelweiss advises companies in the entire transaction process – this range from target identification to deal closure. advise enterprise level private equity financings. investment structuring and accomplishing capital raising at either the enterprise level or the asset level. Edelweiss has a record of several marquee foreign and domestic issuances over the last 2 years. if required.
Real Estate Advisory
Ever since the easing up of FDI into real estate development in India. institutions and businesses which are seeking to mobilize capital from investors in India and overseas. banks. and enterprise level mezzanine financing and structured debt. We have completed over $ 700 million in capital rising in the last 18 months across multiple formats. Our advisory solutions are primarily focused on capital rising and cover the optimal financing mix. Edelweiss has a dedicated team offering Real Estate Advisory Solutions to property developers and investors seeking to invest into the Indian Real Estate markets. We manage Real Estate IPOs. We advise leading Indian companies. strategic planning of an acquisition and arranging finance for the transaction. We provides both buy-side and sell-side advisory services as part of our M&A advisory offering. project valuation.
delisting and buyback. we provide opportunities for clients to raise funds through the following – Initial Public Offering (IPOs) Follow-on Public Offerings( FPOs) Qualified Institutional Placements(QIP) Rights Issues Preferential Allotments Foreign Currency Convertible Bonds(FCCBs) Global Depository Receipts(GDRs)
Besides.Within the practice. our Equity Capital Markets practice also caters to the entire spectrum of capital market needs through other services such as managing takeovers.We assist innovative and exciting companies in accessing the equity capital market. We believe that our strength lies in identifying present and future market leaders. working with them closely in understanding and fine tuning their business model. and showcasing the investment opportunity to the right set of investors. Our equity capital markets team has successfully managed/are managing transactions for clients across numerous industry sectors including: Aviation Chemicals FMCG Hospitality Infrastructure Media and entertainment Metals Real estate Technology Telecom Textiles
Keeping in mind this philosophy. expertise in transaction structuring. Our offerings include – Capital Raising
. a deep understanding and a vast network of key relationships. buybacks. Edelweiss‟ new Infrastructure practice has been formed to provide innovative solutions tailored to the unique financing and advisory requirements of Indian infrastructure projects and developers. the Securities and Exchange Board of India.We bring to the table our various strengths including industry insights and experience. understanding of market dynamics. secondary equity offerings. open offers and delisting.
A critical ingredient for sustainable development in India is the pressing need for Infrastructure creation on a commercially viable basis. Recognizing this. networking with domestic and foreign institutional investors and wide retail distribution network. We provide Infrastructure project companies and developers the full range of capital and advisory services. We work closely with our clients to develop and maintain the rapport and dialogue with investors and thereby receive investor support in the primary as well as the secondary markets. Edelweiss Capital Limited offers clients a bouquet of products encompassing primary offerings. grasp of the regulatory environment. This signifies immense opportunities and challenges for the sector. We lay emphasis on developing a long-term relationship with our clients and escorting them in their future endeavors. with considerable experience. with the objective of continuously creating and maximizing value for all stakeholders including companies and investors. We have the merchant banking and underwriting licenses from the Indian securities market regulator. Our team has a dedicated focus on the infrastructure sector.
Private Equity Project Equity Structured Finance Project and ECB Debt
Advisory Services Mergers & Acquisitions – both Sell side and Buy side Divestitures. Our team of senior ex-bankers and restructuring
. A successful restructuring process involves the following essential elements
Assessment of sustainable debt in the given circumstances Dealing with unsustainable debts innovatively Approaching lenders and other stakeholders with definitive strategies Devising strategies and instruments for raising additional funds for operations as well as for refinancing existing debt
At Edelweiss we have a very competent team offering comprehensive debt restructuring solutions. An expert team with in-depth understanding of the debt restructuring processes is required to help a company steer through the strain. While several companies are able to steer through these adverse economic conditions. some companies get caught in a financial quagmire leading to severe liquidity constraints. businesses face increasing challenges that are more complex in nature than a simple domestic demand slowdown or operational bottlenecks. particularly in the globalised environment. both under the formal Corporate Debt Restructuring (CDR) mechanism as well as negotiations with lender/consortium of lenders. Corporate Restructuring and Spin offs
Debt Restructuring Advisory
Businesses can get affected by more than just normal industry cycles. A combination of adverse global and local factors can push profitable businesses into a spiraling debt trap very rapidly. With expansion in operations.
providing equity broking and research services. Hedge Funds. and an ability to provide complete solutions and support to the Corporates. Mutual Funds. insurance companies..
Edelweiss Asset Management offers a range of investment products and advisory services across the risk return spectrum to individual and institutional investors. Institutional Equities – Insightful Research.000 crores. agile sales teams. a subsidiary of Edelweiss Capital Ltd. Winning Strategies In our approach lies our difference. is the equities arm of the Edelweiss Group. unparalleled research. and banks. The company is a corporate member of both The Bombay Stock Exchange and The National Stock Exchange of India Limited. Our close focus on client requirements is our inspiration in designing products which offer the best opportunity for asset
. and intensive execution systems have enabled us to relentlessly service our clients in newer and different ways.specialists have unparalleled experience of restructuring debts worth over Rs. Edelweiss Capital‟s Institutional Equities Business (IE) has become one of the top five domestic brokerage houses and top three derivatives desks. including Pension Funds. as well as marketing of equity related products. to domestic and foreign institutional investors. including IPOs/FCCBs. servicing all investor categories.
Edelweiss Securities Ltd.. We cater to a wide clientele comprising leading domestic and international institutional investors. 75. We are the only brokerage on the Street with a quant desk that provides a wide product range. Our innovative mindset. In a short span of six years.
More than just Financial Services. Direct Equity. Derivative Strategies. Advice on asset allocation and thereby creating customized financial solutions for HNWIs. or corporate. it is a specialized profession where our experts combine their efforts to meet the wealth planning. investment. Real Estate Funds and Art Funds. Insurance. Mutual Funds. Our products are designed to provide our clients with superior performance through market cycles by virtue of our deep understanding of the equities markets and our analytical approach to risks and return. Portfolio Management.
Customized Financial Solutions. We offer advisory services on Structured Products. Edelweiss Wealth Management takes one step closer to you. NRIs. IPOs. Trusts and Corporate. Wide range of Innovative Advisory services. and financial management needs of individuals.
. families.growth with a constant focus on risk and preservation of capital.
At Edelweiss. family offices. by providing an "all-in-one approach”. Over the past 7 years we have significantly strengthened our equity product offerings to cover the entire gamut of products. Wealth Management is a Practice. We have developed significant expertise in providing advisory services in the alternative investments space through a deep knowledge of non traditional asset classes such as derivatives.
The PCG team has highly trained equity professionals.Capital gains follow from a well-thought out investment strategy.
Our main objective is to provide clients with all the tools and services they need to reduce the administrative burdens of managing money and focus on what you do best . Invest in stocks with a long term view.Private Client Brokerage
The Private Client Services Group at Edelweiss is focused on providing products.maximizing your trading performance. We have geographic reach through our Branches. EHFL has an array of loan solutions which can be tailored to your requirements. If you‟re
. We draw on our strong presence and industry leadership to develop a portfolio of offerings designed to serve the spectrum of financial needs. It is part of the Edelweiss Group of Companies. strategies and services to High Net worth Individuals and Corporate Clients. Maintain discipline in booking profits and use index futures to manage short term volatility. Use a combination of top-down and bottom-up approach to arrive at a basket of investment worthy stock. and attracting new sources of capital.
Edelweiss Housing Finance Limited (EHFL) is a Housing Finance Company incorporated under the aegis of the National Housing Bank (NHB). Our ESL Equity Advisor proactively helps you take informed investment decisions and build a healthy portfolio. building your business. Invest on the basis of fundamental analysis of companies taking into account market sentiments. Channel Partners & Investment Consultants in over 19 locations in India.
Our investment philosophy is rooted in the following :
Capital preservation is key . who act as your Equity Advisor.
HNI Task Assigned: Client Acquisition Portfolio Designing Client Servicing
First of all we attended one week training sessions on products offered by Edelweiss and we also learnt how to do pitching with the client. It enables intelligent investing with market strategies custom suited to the client‟s investment profile and current portfolio.
Our Contribution to the Company Post Assigned: Jr. Our emphasis on building long term relationship ensures that we work closely with our clients empowering them to gain from market opportunities through our online portal www. There is discussion done with clients over their current portfolio and how to modify it. We explain them about the fundamental and technical research done by analyst.in is a product that offers a unique online investment experience that is intuitive.edelweiss. do apply to EHFL for the highest loan amount in the shortest time. We take pride in our philosophy of offering advice which is in the best interest of our clients. information rich and a hassle-free way to trade online. HNI did meetings with four clients out of which two converted. We had to do tele-calling and speak to customers for meetings.
Client advisory services
At Edelweiss Client Advisory Services. In the meetings we discuss various subscription plans offered by the company. We not only went to our own meetings but also Then the client servicing is done by
. We also explain them the online and offline mode of training. I as a Jr. It defines the next level in online trading technology. but also professional ethics and integrity. our team is driven not just by the quality of our ideas.looking for a Home Loan.
.the RMs assigned to them. We were also assigned task of meeting various corporate parks to bring quotations for stall setup for Edelweiss marketing. Then when the company launched Commodity plans we also started pitching the existing client over commodity. A proper analysis of area was done which would be getting highest exposure and would be profitable for the company.
the Indian brokerage industry has undergone a dramatic transformation. This is an example of the proactive and progressive nature of the Indian brokerage industry. Long settlement cycles and large scale bad deliveries are a thing of the past with the advent of T+2 (Trading day + 2 days) settlement cycle and dematerialization. Industry Profile
While regulation and reforms have made major improvements in the quality of the equity markets in India. India ranks amongst the top five countries globally in this segment. Equity derivative markets. corporate
. The robustness of the Indian markets today is attributable to a healthy blend of the quality of market Structure and efficient intermediation. adherence to regulation and compliance has vastly increased. the broking industry today is one of the most transparent and compliance oriented businesses. From being made of close groups. and so has providing them with education and awareness. The scope of services have enhanced from being equity products to a wide range of financial services. with competition driving down the brokerage fee. There have also been major changes in the way business is conducted. With proliferation of new markets and products. in some cases.
In the last decade. foreign firms are showing increasing interest in taking equity stakes in domestic broking firms. Corporate memberships
There is a growing surge of corporate memberships (92% in NSE and 75% in BSE). Large and fixed commissions have been replaced by wafer thin margins. 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 emphasis on observance of market principles and best practices. Investor protection has assumed significance. its rapid growth and development are largely due to strong and efficient market intermediation. At the same time.
Major developments in equity brokerage industry in India: 1. Even as several countries are instituting procedures to commence. to a few basis points.4. Technology has emerged as the key driver of business and investment advice has become research based. Greater need for capitalization has induced several firms to access the capital market. in less than five years of its introduction.
market tips to becoming extensively research oriented and governed by fundamentals and technical factors. Wider product offerings
The product offerings of brokerage firms today go much beyond the traditional trading of equities. exchange traded funds. The research and advice are made online giving ready and real time access to market research for investors and clients. the range of products and services will widen further. brokerage firms face limitations in raising financial resources for business and expansion. consumptions and other related loans.
4. Greater reliance on research
Client advising in India has graduated from personal insights. In the offing will be interesting opportunities that might arise in the exchange enabled corporate bond trading. distributes mutual funds and insurance and also offers personal loans for housing. thus making research important brand equity for the brokerage firms. Memberships range from cash market to derivatives to commodities and a few broking firms are making forays into obtaining memberships in exchanges outside the country subject to their availability and eligibility.nature of the memberships is enabling broking firms to expand the realm of their operations into other exchanges as also other product offerings. Vast progress has been made in developing company research and refining methods in technical and fundamental analysis. and some even go to the extent of creating niche services such as a brokerage firm offering art advisory services. In the background of growing opportunities for investors to invest in India as also abroad. Accessing equity capital markets
Access to reliable financial resources has been one of the major constraints faced by the equity brokerage industry in India since long. soon after its commencement and futures trading that might be introduced in the near future in the areas of interest rates and Indian currency. most probably commodities futures. Since the banking system is not fully integrated with the securities markets. offers portfolio management services.
2. With buoyancy of the stock markets and the rising prospects of several well organized broking firms. A typical brokerage firm today offers trading in equities and derivatives. important opportunity to access capital markets for resource
and providing complete range of research and other support to back up this function. Compliance oriented
. paving the way for stronger brokerage entities and possible scope for consolidation in the future. Specialized services/niche broking
While supermarkets approach are adopted in general by broking firms.
7. 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. The recent past witnessed several leading brokerage firms accessing capital markets for financial resources with success. A wide range of incentives are being created and offered by online brokerage firms to attract larger number of clients. Some others have dedicated online broking portals. arbitrage trading.mobilization has become available.
8. investing in small cap stocks etc. there are some which are creating niche services that attract a particular client group such as day traders. with some of these offering trading services at the cost of a few basis points or costs which are fixed in nature irrespective of the volume of trading conducted. Emergence of online broking enabled reduction in transaction costs and costs of trading. which might lead to creating of greater interest in investing in brokerage firms by entities in India and abroad. Online broking
Several brokers are extending benefits of online trading through creation of separate windows. Foreign firms picked up stake in some of the leading brokerage firms. Keen competition has emerged in online broking services.
Moreover. From owners to traders
A fundamental change that has taken place in the equity brokerage industry. is the transformation of broking from owners of the stock exchange to traders of the stock market. broking industry is giving greater emphasis on regulatory compliance and observance of market principles and codes of conduct. Greater emphasis on aspects such as research and analysis is giving scope for in-depth training and skills sets on topics such as trading programs. Brokerage firms now have a compliance officer who is responsible for all compliance related aspects and for interacting with clients and other stake holders on aspects of regulation and compliance.
10. it is mandated for certain types of dealers/brokers to seek specific certification and examinations that will make them eligible to carry business or trade.With stringent regulatory norms in operation. Emerging challenges and outlook for the brokerage industry . Focus on training and skill sets
Brokerage firms are giving importance and significance to aspects such as training on skill sets that could prove to be beneficial in the long run.
9. economic and financial forecasting and company research. Many brokerage firms are investing time. Demutualization and corporatization of stock exchanges bifurcated the ownership and trading rights with brokers vested only with the later and ownership being widely distributed. it becomes imperative for the broking firms to keep their staff continuously updated with latest development in practices and procedures. which is a global trend as well. Given the nature
. With the nature of markets and products becoming more complex. Demutualization is providing balanced welfare gains to both the stock exchanges and the members with the former being able to run as corporations and the latter being able to avoid conflict of interests that sometimes came as a major deterrent for the long term growth of the industry. money and resources to create efficient and effective compliance and reporting systems that will help them in avoiding costly mistakes and possible market abuses.Brokerage firms in India made much progress in pursuing growth and building professionalism in operations. valuations.
of the brokerage industry being very dynamic. Current requirements stipulation capital adequacy in regard to trading exposure. Numerous small firms operate in this space. Global Opportunities
Broking in the future will increasingly become international in character with the stock markets being open for domestic and international investors including institutions and individuals. Fragmentation
Indian brokerage industry is highly fragmented. Opportunities from regional finance
Regional economic integration such as that under the European Union and the ASEAN have greatly benefited businesses in the individual countries with cross border opportunities that helped to expand the scope and significance of the business. Initial measures to promote South Asian economic integration is being made by governments in the region first at the political level
14. changes could be rapid and so as the challenges that emerge from time to time. as also opportunities for investing abroad. A brief description on some of the prospects and challenges of the brokerage firms are discussed below.
11. Keeping abreast with developments in international markets as also familiarization with global standards in broking operations and assimilating major practices and procedures will become relevant for the domestic brokerage firms. Given the growing importance of technology in operations and increasing emphasis on regulatory compliance.
13. smaller firms might find it constrained to make right type of investments that will help in business growth and promotion of investor interests. 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. but in future more tighter norms of capital adequacy might come into force as a part of the prudential norms in the financial sector. Capital Adequacy
Capital adequacy has emerged as an important determinant that governs the scope of business in the financial sector.
15. which could benefit the domestic brokerage firms. and as the market momentum continues. in the last three to four years. Firms found not having suitable infrastructure and processes to ensure investor safety and protection will encounter constraints from regulation as also class action suits that investors might bring against erring firms. brokerage firms had newer opportunities in the form of commodities futures. broking firms will have an opportunity to introduce a wider number of products. It is important for brokerage firms to establish strong and streamlined systems and procedures for ensuring investor safety and protection. if they are well prepared. it would be easier to make progress in this regard. expertise and market experience will bring dramatic changes in the brokerage industry space which the local firms should be able to absorb and compete.
17. The nature of penalties and punitive damages would become more severe. Investor Protection
Issues of investor interest and protection will assume centre stage. mutual funds etc. Global firms with higher levels of capital. South Asian economic integration will provide greater opportunities for broking firms in India to pursue cross border business. wealth management. new market segments will come into force. Competition from foreign firms
Surging markets and growing opportunities will attract a number of international firms that will increase the pace of competition. Domestic broking firms should always give due focus to emerging trends in competition and prepare accordingly.
What is equity?
. distribution of insurance products. Product Dynamics
As domestic finance matures and greater flow of cross border flows continue. For instance.to be followed up in regard to financial markets. In view of several of common features prevailing in the markets.
and being compensated with a stake in the business. It was inaugurated in November 1996. The securities on dematerialization appear as balances in the Depository Account.
What is the procedure for the dematerialization of securities?
Check with a DP as to whether the securities you hold can be dematerialized. National Securities Depository Limited (NSDL) and Central Depository Services (CDS).
What is a Depository?
A Depository is a securities "bank. risk-free and low cost settlement. you are in effect financing it. promoted by Industrial Development
. At present. You surrender material securities registered in your name to a Depository Participant (DP). there are two Depositories in India.
What is Demat?
Demat is a commonly used abbreviation of Dematerialization. but without any guarantee of a return on your investments. which is a process whereby securities like shares." where dematerialized physical securities are held in custody. It is a measure of a stake of a person or group of persons starting a business. the Depository can help to revive the paper shares.
What does investing in equity mean?
When you buy a company's equity. Then open an account with a DP and surrender the share certificates. debentures are converted from the "material" (paper documents) into electronic data and stored in the computers of an electronic Depository. NSDL was set up with an initial capital of Rs 124 crores. NSDL was the first Indian Depository. entitled to dividends and other benefits that the company may announce. If at a later date you wish to have these "Demat" securities converted back into paper certificates. This facilitates faster.Funds brought into a business by its shareholders are called equity. You become part-owner of the company. and from where they can be traded. These are then sent to the respective companies who cancel them after dematerialization and credit your Depository Account with the DP. A Depository is akin to a bank and performs activities similar in nature. These balances are transferable like physical shares.
financial institution. The investor interacts with the Depository through a Depository Participant of NSDL. National Stock Exchange of India Ltd. Issuing Corporate and their Registrars and Transfer Agents. (NSEIL) and the State Bank of India (SBI). Clearing Corporations/Clearing Houses.Depository Participants (DPs). A DP can be a bank. The entire integrated system (including the VSAT linkups and the software at NSDL and at each business partner's end) has been named the "NEST" (National Electronic Settlement & Transfer) system. Literature Review
. Unit Trust of India (UTI). a custodian or a broker. NSDL is electronically linked to each of these business partners via a satellite link through Very Small Aperture Terminals (VSATS).
Who is a Depository Participant (DP)?
NSDL carries out its activities through business partners .
5.Bank of India (IDBI).
Similarly. The concept resonated with user organizations and soon mergers and acquisitions created a host of software vendors all claiming to have an integrated set of capabilities that became known as CRM. Internet marketing. so they have likewise developed an integrated package with CRM capabilities. There are still vestiges of this transition in the industry such as essentially 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). 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. personalization. it was thought that merging the customer data from the field (sales) with the call center interactions would result in more informed interactions with the customer. These products competed outside of the CRM sphere due to the newness of the technology. and they were referred to as e-business.
On a parallel track. At that time. a concept that has been around since the mid 90s. and self-help were evolving. 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. CRM can be defined as a process or methodology used to learn more about customers‟ needs and behaviors in order to manage and develop stronger relationships in an organized way with them. has its roots in the technology of sales automation and call center operations. enterprise resource planning (ERP) vendors realized that the 360-degree view of the customer has to include transaction data. Each vendor has variations on this theme.Historical Background:
Customer relationship management (CRM). On the other hands.
. Internet-based tools such as e-commerce.
sales prospectus and sales quote generation. By analyzing customer and business value of direct marketing can be estimated. CRM also helps in customer retention. The database integrates customer account information and presents it in desirable format to the company. Sales activities include – Product information. channel optimization. Contact an Account Management:
Relevant data for customer profile is captured with the help of the software. Marketing and fulfillment:
CRM helps the professionals in product marketing. The data is used for sales. behavior prediction. Product configuration. CRM system stores data in common customer database. CRM also provide the history of customer account so that the sales call can be scheduled accordingly.
Sales process management follows a customized sales methodology with specific sales policies and procedures. target marketing.
2. Necessary information is captured from prospective customers. relationship marketing and campaign management. services and other applications.
. marketing.Components of CRM:
Sales and Customer Service: Too often.personalization. For examples. Customer Service and support:
CRM system provides service representatives with adequate access to customer database. Retention and loyalty programs:
The primary objective of CRM is to enhance and optimize customer retention and loyalty.
The essential link between Marketing. This can create confusion and inconsistency in how you communicate and service your customers. Customer response and requests can be quickly scheduled and hence sales contacts. assign and manage the service requests by customers. the three key functions that directly affect customers -Marketing. It also helps to create. marketing staff may come up with a price promotion. However. Help desk system is developed to help customer service representative to help customers who face problems with product or service to resolve it.
4. Calling format is designed to route customer calls to respective attendants as per the skills and authority to handle special cases. CRM systems are also useful in determining most loyal and profitable customers and reward. if that is not communicated to the sales team.
5. Sales and Customer Service – operate independently of one another. the result could be
. Web-based Self Service means help customer to access personalized information at company website.
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. customer communication is captured and housed in an accessible database. Similarly. then the customer may fees as if the company is not standing behind its assurance. By breaking through barriers between various business functions and making communication transparent. This silo effect – where information is between vertically in departments that may or may not communicate with each other. which may take time or resources from the customer to rectify and could create ill will and mistrust.incorrect billing. instilling a greater level of trust and strengthening customer relationships. your company can act in a more consistent and unified fashion with its customers.could actually damage your business.
With comprehensive CRM system. however. making the most current information available to anyone who needs it and has access to the system. making it seem like your company does not adhere to its word. This can be particularly problematic if there is employee turnover and poor communication between or even departments.
it was necessary to interact with the customer. For the study and the research of the problem proper material has to be selected and collected for the investigation. Dadar.
. The questionnaire was designed suitably to meet the objective of research work.
Type of the questions:
The questions in the questionnaire asked to the customers of Edelweiss Broking Ltd.6.. are Straight Forward and Limited Probing.
Type of the Questionnaire:
The questionnaire in this project report is straight forward and formalized. The sample taken comprised of respondents from Mumbai city.
Type of Analysis:
The analysis done in this particular project report is statistical. Research Methodology
Research design means adopting that type technique of research which is most suited for the research and study of the problem. A questionnaire had to be designed to collect valuable information from the different customer groups.” In order to know about effectiveness of Customer Relationship Management in Edelweiss Broking Ltd. “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 purpose with economy in procedure.
Nature of Research:
In this project report I have undertaken quantitative type of study.
The questionnaire is designed with lesser options so that customers can answer quickly
a) Population: The population covered in this project report refers to the existing customers of Regional Office.edelweiss.Sources of Data:
a. The primary data sources include copies of questionnaire and data of their respective responses.
. Secondary data was collected through company websites http://www.in/. Approximately 200 people were called out of which 30 responded. 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. I adopted survey method as a research technique for this particular project report.
I as a researcher interviewed the respondents by interview on telephone.
b) Sample Size The sample size undertaken by me for this particular project report is 100 respondents. Secondary Data: The secondary data are those which have already been collected by someone else and which have been passed through the statistical process. The primary data that was collected through interview conducted in Regional Branch with daily visiting customers.
b. who have their trading and Demat A/c with Edelweiss Broking Limited.
Primary Data Collection
As the researcher.
I conducted this survey only for the customers in Edelweiss Broking Ltd.
e) Sample Duration The survey was undertaken from the 13th June. 2011 to 25th June.
d) Sample Extent As a researcher.e.
f) Research Instrument Questionnaires containing both open ended and close ended questions were used as a research instrument in this particular project report. who have opened their Demat account on various subscriptions.c) Sample Element The respondents contacted and interviewed in this project report are all from different domain some of them were Businessmen. Dadar Branch. 2011 i. Proprietors. High Net-worth Investors. even Students also invest in Share Market.
. for two weeks.
Name:__________________________________________ 2. Do you find company‟s research on the markets useful and beneficial? Yes No Can‟t Say
7. Where do you trade mostly?
4.1Lakh 1Lakh. Income Group (Annual): 10000. How do you find Company Interaction via Email and Telephone calls?
10Lakh and above
5. Where do you invest/ trade mostly? Equity Commodity F&O Currency
9. Where do you rate Edelweiss Broking Limited on the scale of 10 in terms of Services?
8. Contact Number:_________________________________ 3.
name of the broking firm__________________________________
11. Are you satisfied with the services provided by Edelweiss Broking Ltd. Since last how many years you are in field of trading?
Less than 1 Year
More Than 1 Year
More than 5 Year
14.10. What improvement do you want be done in company‟s services? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________
15.? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ _________________________________________________________________ _________________________________________________________________
. Which service do you like most in Edelweiss Broking Ltd. Do you trade in any other broking firm? Yes No
If Yes.? Yes No
12. Will you be taking the subscription plan again? Yes No
based on the answers given by the customers via questionnaire. 15 and 3 respectively in numbers and percentages. 2.
No of Individuals
Above pie chart represents that research contains 30 respondents which are Businessmen.
.7. Proprietors and Individuals and they are 9. Data Analysis & Interpretation
All the data analysis and interpretation was done using Microsoft Excel. HNIs.
INR 10.e. We can clearly see sample includes more customers from first income group i. All the people were from different Income group which are in numbers shown above. 1 Lakh – 5 Lakh.Income Group (Annual) Income Group No of Individuals 10000-1Lakh 1Lakh5Lakh 5Lakh-10Lakh 10Lakh & above
1Lakh-5Lakh 10Lakh & above
Above pie chart represents that the research contained 30 investors and customers of Edelweiss Broking Ltd. So basically there is requirement to concentrate on high income group.
.000 – 1 Lakh and second income group i. there is need to educate them to invest for wealth expansion.e. The indication is simple people with lesser income are more interested in investment and wealth creation rather than the high income group.
The over all result is fairly good. In Edelweiss mostly dealers and RMs are in touch of regular traders 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. But the following answer can also be based on the interaction of the retail employees. They find it difficult to interact with customers sometimes because of lack of knowledge of the language spoken on the customer side. Company Interaction via Email and Telephone Calls:
Very Good 6
From the above result of Company Interaction via Email and Telephone calls.
.1. we can imagine the satisfaction level of customers and accordingly Customer Relationship is managed through electronic media to maximize the wealth of customers. where language barrier is an issue.
Edelweiss has research done on each company based on technical and fundamental aspects. These are the same research which is done for various Foreign Institutional Investors (FII) clients. They provide various research and strategy based on the research done by the analysts of the company. who have their investments in crores. It is said that Share Market means “Well of Loss”.2. It‟s nothing but the result of Relationship Management.
. it means the credibility and trustworthiness of the company is on the height. Do you find company’s research on the markets useful and beneficial?
Can't say 1
When it was asked sudden and on the time answer was the same of maximum people. nevertheless Edelweiss‟s Customer don‟t have any tension in investing because they believe in Company‟s Researchers and Analysts and their research on the market too.
One of the person who gave rating 10.3. which means they are happy with the overall performance of the company. Many people have rated Edelweiss 8. Where do you rate Edelweiss Broking Limited on the scale of 10 in terms of Services?
Rating Respondents Implication
4/10 2 Bad
6/10 11 Satisfactory
8/10 13 Good
10/10 4 Excellent
These scores are given out of 10 by the customers. every customer has his own value and consideration about Edelweiss because they invest their Hard Earned money and take risk to earn more cause of Edelweiss‟s Services and Attachment and it is all the output of Customer Relationship Management. He was the one whose form processing took 1 month and in trading went into loss. got his account opened in very less time and also made high returns on his investments. From the above answers Customer Relationship can be very well highlighted because out of 30.
. One of the person who gave rating 4 said that the companies performance is poor. Here the luck factor also comes into picture.
. June 2011. When it was asked why they invest in specific area mostly then it was answered by many people that liquidity market is easy to make money out of investment and take money out whenever we feel not to put. Where do you invest/ trade mostly?
Equity Commodity 20 3
10% 13% 10% 67%
One general question was asked in questionnaire to know the investment flow of customers towards Edelweiss Services. There are less people in commodity because Edelweiss launched it last month i.4. And about currency some people were not interested.e. And other reason many customers don‟t want to invest for long time.
On this customers say they like to trade in Intraday because of Short term investment and high level of excitement and sometimes they feel their money seems to sink. That is why people invest more in Delivery. The Delivery Trading is done on Fundamental research of the company which is strong with proven reports. More Money‟. 13% customers trade in Intraday Trading.5. It‟s like One Day Cricket play for many customers. In Delivery. Where do you trade mostly?
Trading Options Respondent
From the above view of graph we come to know that minimum people. Hence we find people hesitate to invest in Intraday and confident to trade in Delivery trading. people say here is „No / Low Risk. The intraday research is done on technical research which is not that strong and there is a fear of losing money. Eventually Edelweiss is the Broking firm which doesn‟t lose its attention from making money for its customers and lose its attention from Customer Relationship Management.
.6. feeling that their relations may spoil with Edelweiss and RM would not give good performance. Here we get a fact that Edelweiss‟ Customer Relationship Management really has something very attractive and attachable to emotions cause of services. Do you trade in any other broking firm?
Do you trade in other broking firm? Respondent Yes 6 No 24
Above pie chart represents the minimum people have their Demat account and Trading account somewhere else also nevertheless they say they trade from Edelweiss only and few of their other account are put Non-Operating by them.
Few of them were hesitating while answering this question.
. Are you satisfied with the services provided by Edelweiss Broking Ltd. Here 73% customers have selected and stated that they are fully satisfied with the services that they are getting from Edelweiss Broking Ltd.?
Above chart represents 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.
Sometimes the RM leaves the company and leaves the clients under him in mess. Here we can see 27% won‟t buy subscription next time.8.
. Will you be taking the subscription plan again?
Buy Again Respondents
The company sells subscription on yearly basis and makes business. The company won‟t find any difficulty in getting the business. If the company is able to provide good service to the customers they are bound to come back after their subscription expires. to retain them. The reason could be dissatisfaction. That‟s why company should go into the reason of the dissatisfaction of the clients.
since how many years they have been investing. Edelweiss is newer than most of the broking firm hence there are very less clients in the „More than 5 year‟ pie.. of Years Respondents Less than1 year 7
More Than 1 Year
More than 5 Year
Less than1 year
More Than 1 Year
More than 5 Year
This question was asked intentionally to know the loyalty of customers with Edelweiss Broking Ltd. Since last how many years you are in field of trading?
.9. These figures show all things are the proud of Edelweiss and its customers are also very proud to be in Edelweiss. And the „More than 1 year shows that most of them are satisfied with Edelweiss and have brought the subscription once again after expiry.
this proves that the telephones and the emails which customers receive are very much beneficial to them. A zero correlation indicates that there is no relationship between the variables. Here the analysis will be done using Microsoft Excel. Correlations are useful because they can indicate a predictive relationship that can be exploited in practice. Possible correlations range from +1 to –1. and the correlation between the demand for a product and its price. A correlation of –1 indicates a perfect negative correlation. Correlation refers to any of a broad class of statistical relationships involving dependence.
Customer Relationship Management
In CRM the most important parameter is satisfaction. based on the answers given by the customers via questionnaire. Correlation
In statistics.7. dependence refers to any statistical relationship between two random variables or two sets of data. meaning that both variables move in the same direction together. the other goes down. A correlation of +1 indicates a perfect positive correlation. Satisfaction & Interaction with customer: The satisfaction and interaction both show positive correlation. Hence we need to check the correlation of satisfaction with various parameters. Satisfaction & Companies research: The analysis gives the result that satisfaction and the research provided by the company are correlated because the customers totally rely
. The branch itself works on the tele-marketing strategy.
Analysis of Correlation
In simple words. Correlation is a statistical measurement of the relationship between two variables. meaning that as one variable goes up. Familiar examples of dependent phenomena include the correlation between the
physical statures of parents and their offspring.
If the customers are satisfied with the product it contributes to customer retention.on the research done by the analysts of Edelweiss Broking Limited. Satisfaction & Trading in another broking firm: The analysis gives the result that they (satisfaction and trading in another broking firm) are negatively correlated this shows that if customers are dissatisfied with the services then there is possibility that they will approach other broking firm for their investments. Satisfaction & Re-buying Subscription: Here a positive correlation is observed between satisfaction and re-buying subscription. The Research helps the customers to take investment decisions and the positivity of the investment done on research leads to customer satisfaction. As a new branch if Edelweiss looks into providing proper services then the customers will buy the subscription again when it expires.
CRM can be associated with significant revenue cycle. retention.
It empowers staff with customer intelligence and best practices to increase their likelihood of successful transactions. Findings
Customer Relationship Management Business Drivers and Benefits
It empowers management with a real-time pipelines and forecasting so they can build and focus on high profit.
Their responses may not be proper because of lack of time dedication.
Customer Relationship Management Risks
Effective internal controls must be in place to prevent customer information from becoming scattered across databases and servers. Proprietors.
It increases customer‟s acquisition.9. High Net worth Income Group (HNIs) and students. and profitability by integrating information across the enterprise.
Customer Common Findings while contacting:
Generally people whom I have contacted they were from different domains like Business.
CRM should be kept and handled and carefully kept inside the company only otherwise Customers Database can be misused by rivals. sustainable relationships.
It enables executive and management to gain customer insight. loyalty.
Some people did not take it serious because this was not important to them as they are busy for trading at dealing Room. No service given to lower plan subscribers.
Every data interpretation and statistics cannot be trustworthy from their results because this study is for only two months altogether.
The language problem in the retails. The time involved to re-inward the form after rejection. More number of customers assigned to one RM. Too many rules leading to form rejection. More concentration on client acquisition rather than client servicing. with impression that this questionnaire is from Edelweiss Broking Ltd. which led to interaction problem.
This data is called Primary Data.
Some people. its felt that they gave fake response. which is considered very genuine but in this case it misrepresents the Reality and Credibility. internal.
10. It may need specific staffs to handle all the tasks of Customer Relationship Management because the data that is feed in system cannot be handled merely by Relationship Managers who has to make new customers and take care of their dealings and also to accomplish their additional responsibilities. but while it does not concentrate on the extra expenses occurring on Company‟s A/c due to increment 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. and analysts today define CRM in terms of being a customercentric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making.
2. That may capture the essence of what CRM is. Limitations
. Many consultants. vendors.
we saw sample plan – in that only 30 customers could be contacted and now the problem is. its very essential because at times the language barrier of the customer leads to the call drop which is not at all desirable.
2. Client servicing: there is requirement to do client servicing for retaining the customers rather than client acquisition. So company needs to hire employees having good communication skill and command over basic languages. since they don‟t have an RM. where consumers can directly complaint. Lower plan service: The customers who have lower plans should be given basic training for how to invest. Also the rules for form rejection should be minimized to some extent. Overcoming Limitations:
Language Barrier: The employees in Edelweiss at least need to know three basic languages i. so that the problem can be worked out instantly.e. For example. English and Marathi. in this tenure neither study nor observation can be done properly. Suggestions
1. Many people may be from same point of view and many may not and those 30 people may not contain these types of people. So duration of Research Project should be more than two weeks. The RM should be assigned a limited amount of customers to service and he should not be given the assignment of client acquisition. Its better to keep the department separate. Short Duration:
Project research duration was only for two weeks. Form Rejection: The forms which gets rejected needs to be worked on fast to avoid delay because it always adds to dissatisfaction among the customers. because it delays the account opening.10.from this samples we cannot think of Macro Level Perception of customers. Consumer Complaints: There is a need of consumer complaint department.
Affiliated Awareness Programs:
Edelweiss should arrange affiliated programs within its own groups to come to the sense of new people and accordingly to prospecting and acquiring new customers.
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. 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. this will result in getting more and more customers to serve and accordingly Edelweiss can become the first ranker in turnover very soon. Customer Category:
To find effective Customer Relationship Management.
For E.3. Broking firm can do one more thing which will be very beneficial to them in finding Asset Customers from the bottom level management to top level management. can play few awareness documentaries and Advertisement. exposure.
4. Sales and profitability and these all can be achieved by CRM. Edelweiss should adopt system of allotting Customer Categories according to their transactions. frequency of trading and all. loyalty.
In this system at all the level where CRM is handled and watched by Top class officials of the company. Edelweiss Broking Ltd. due payments.g..
Edelweiss Capital Limited. Journal of Marketing. Hair. S. Day. accessed 3rd July 2011. Oct2005. M. Wiley India Edition. <www. Fornell. David. 2008. George S. “Why Do Customer Relationship Management Applications Affect Customer Satisfaction?” Vol. 2009.com>. Tata McGraw Hill. p252-261. 69 Issue 4. 69 Issue 4. Journal of Marketing. Claes. 2009. Edelweiss Broking Limited.. accessed 3rd July 2011. Ortinau. Bush. p201-209.Kumar. Oct2005. Krishnan. “Marketing Research within changing Information Environment”. Third Edition. <www. Sunil. Ninth Edition. Vol. V. “Marketing Research”. Lynette..edelcap.in>.References
By: Mithas. 2008. “Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships”.edelweiss.
Lower plan service: The customers who have lower plans should be given basic training for how to invest. loyalty. due payments.
In this system at all the level where CRM is handled and watched by Top class officials of the company. so that the problem can be worked out instantly. Customer Category:
To find effective Customer Relationship Management. The RM should be assigned a limited amount of customers to service and he should not be given the assignment of client acquisition.
3. Client servicing: there is requirement to do client servicing for retaining the customers rather than client acquisition. exposure. Edelweiss should adopt system of allotting Customer Categories according to their transactions. Broking firm can do one more thing which will be very beneficial to them in finding Asset Customers from the bottom level management to top level management. Also the rules for form rejection should be minimized to some extent. 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. because it delays the account opening. where consumers can directly complaint.•
Form Rejection: The forms which gets rejected needs to be worked on fast to avoid delay because it always adds to dissatisfaction among the customers. Affiliated Awareness Programs:
. frequency of trading and all.
Consumer Complaints: There is a need of consumer complaint department.
4. since they don’t have an RM. Its better to keep the department separate.
For E.. accessed 3rd July 2011.edelcap. “Why Do Customer Relationship Management Applications Affect Customer Satisfaction?” Vol. Edelweiss Broking Ltd. p252-261.
With the help of it companies CRM will help it to get height of success and dominate the world of Services. Ortinau. Oct2005. Fornell.g. “Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships”. Edelweiss Capital Limited. this will result in getting more and more customers to serve and accordingly Edelweiss can become the first ranker in turnover very soon. “Marketing Research within changing Information Environment”.. 69 Issue 4. <www. 2008. Edelweiss Broking Limited. M. Claes. p201-209. Vol. Sunil. Hair. S.
. Krishnan. Ryals. Sales and profitability and these all can be achieved by CRM. Bush. <www. Third Edition.com>. Oct2005. Journal of Marketing. Because CRM affects Marketing. Lynette. 69 Issue 4. 2009. can play few awareness documentaries and Advertisement. 2008.•
Edelweiss should arrange affiliated programs within its own groups to come to the sense of new people and accordingly to prospecting and acquiring new customers. accessed 3rd July 2011.in>.
• • •
By: Mithas. Journal of Marketing. Tata McGraw Hill.edelweiss.
. Wiley India Edition. Ninth Edition.Kumar. “Marketing Research”.. 2009. Day. George S.