164625586 Customer Relationship Management Project Report

8/13/2019 164625586 Customer Relationship Management Project Report

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CUSTOMER RELATIONSHIPMANAGEMENT(Summer Internship Project)

{May-June 2009}

For

Submitte !y" -

#ushar $ Se%a& ('o o* F-+2)Mohit M* !henar&ar ('o o* ,- 0)

.ner the /uiance o "Mr* Jic&y #homas (Product & Branch Head)

Institute o !usiness Mana1ement 'esearch3425 Sunrise Par&5 ear 6SI6 Schoo5 ,ri%en In 'oa5 6hmeaba - 700+8*

Ph* " 09-2:+4 3 800+294;mai "6hmeaba


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INDEX

Particular Page No.

1. Introduction of the CRM 52. Objective of the CRM 163. Research Methodology 1!. "iterature Revie# 2!

$raining !2 I%&ortance ' (eeds of $raining !2 $y&es of $raining

Methods of $raining !3 Reco%%endation ' Conclusion !6 $raining )do&ted by us at )ngel !* $raining +nder ,ifferent

,e&art%ents!-

roble%s /aced at the $i%e of$raining

50

uggestions to I%&rove 51

5. Industry )nalysis

Industry )nalysis at Indian "evel 51

ast erfor%ance 62

O$ )nalysis 6 Major layers in the Industry *6 roducts ' ervices -0

6. ,ata )nalysis -**. "i%itations !

-. /indings 5. uggestions *

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10.ibliogra&hy -

Preace

#he Summer pro1ram oere by the I!M' >oe1e5 is aneni1htenin1 course or those =ho are =ishin1 to master their !usinessaministration s&is5 =ith their &no=e1e* #his is an uni?ue course

=hich is the coaboration o M!6* It not ony e%eopes yourmana1ement taent but aso e%eop your technica s&i* It imparts thenecessary theoretica &no=e1e about the ie but aso pro%ies anopportunity to practicay e@perience the appication o the business

aministration unamentas in the corporate as =e as the non-corporate sector*

I =as una=are about the roe o e@chan1es an epositories inthe seconary mar&et* $ere I reay 1ot practica &no=e1e about theroe o S;!I5 S;5 an !S; etc* in the seconary mar&et* o= I ama=are about the buyin1 an sein1 system in the seconary mar&etthrou1h bro&in1 irm or sub-bro&er* I am %ery much than&u to Mr*Jic&y #homas5Branch & Product Head5 main branch Mahaaya compe@>* /* 'oa5 6hmeaba*

I thereore ha%e peasure to present my trainin1 report5 =hich5 Ihope as per the curricuum re?uirements*

Acknowledgement

A#here is no such thin1 as a se mae man5 =e a are mae upthousans o othersB C /eor1e 6ams*

I am inebte to my acuty5 the Facuty o Socia Dor& orpro%iin1 the stuents an opportunity to e@perience the practica

=or&in1 o the &no=e1e imparte to us theoreticay*

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I am 1rateu to 6n1e !ro&in1 Eimite or ao=in1 me tounerta&e my summer trainin1 in the or1aniation* #o mention5 I =oui&e to e@ten my 1ratitue to=ars-

Mr* $arshit !ha%sar (!usiness ,e%eopment $ea)Mr* Gira Hapaia (!usiness ,e%eopment Mana1er)

#hey hepe me urin1 my entire trainin1 pro1ram* I =ou asoi&e to than& Mr* Jic&y #homas an Mrs* Pan&ti shah =ho aciitateme in my practica earnin1*

Introduction to CRM

!eore =e be1in to e@amine the conceptua ounations o >'M5it =i be useu to eine5 =hat is >'M 6 narro= perspecti%e ocustomer reationship mana1ement is atabase mar&etin1emphasiin1 the promotiona aspects o mar&etin1 in&e to atabaseeorts* 6nother narro=5 yet ree%ant5 %ie=point is to consier >'M

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ony as customer retention in =hich a %ariety o ater mar&etin1tactics is use or customer bonin1 or stayin1 in touch ater the saeis mae* Shani an >haasani eine reationship mar&etin1 as Aaninte1rate eort to ientiy5 maintain5 an bui up a net=or& =ithini%iuas consumers an to continuousy stren1then the net=or&or mutua beneit o both sies5 throu1h interacti%e5 ini%iuaiean %aue-ae contacts o%er a perio o timeB* #he core theme o a>'M an reationship mar&etin1 perspecti%es is its ocus on co-operati%e an coaborati%e reationships bet=een the irm an itscustomers5 an3or other mar&etin1 actors*

>'M is base on the premise that5 by ha%in1 a betterunerstanin1 o the customers nees an esires =e can &eep themon1er an se more to them*

/ro=th Strate1ies Internationa (/SI) perorme a statisticaanaysis o >ustomer satisaction ata encompassin1 the inin1s oo%er 5000K customer sur%eys conucte by 6n1e !ro&in1 Et*

>'M (customer reationship mana1ement) is an inormationinustry term or methooo1ies5 sot=are5 an usuay Internetcapabiities that hep an enterprise mana1e customer reationships in an or1anie =ay*For e@ampe5 an enterprise mi1ht bui a atabase about its customers that escribereationships in suicient etai so that mana1ement5 saespeope5 peope pro%iin1 ser%ice5 an

perhaps the customer irecty cou access inormation5 match customer nees =ith prouctpans an oerin1s5 remin customers o ser%ice re?uirements5 &no= =hat other proucts acustomer ha purchase5 an so orth*

#he essence o the inormation technoo1y re%oution an5 inparticuar5 the Dor Die Deb is the opportunity to bui betterreationships =ith customers than has been pre%iousy possibe in theoine =or* !y combinin1 the abiities to respon irecty tocustomer re?uests an to pro%ie the customer =ith a hi1hyinteracti%e5 customie e@perience5 companies ha%e a 1reater abiity

toay to estabish5 nurture5 an sustain on1-term customerreationships than e%er beore* #he utimate 1oa is to transorm thesereationships into 1reater proitabiity by increasin1 repeat purchaserates an reucin1 customer ac?uisition costs* Inee5 this re%outionin customer reationship mana1ement or >'M*1 as it is cae5 has

been reerre to as the ne= AmantraB o mar&etin1*2 >ompanies i&eSiebe5 ;*piphany5 Lrace5 !roa%ision5 et Perceptions5 Hana an

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others ha%e ie this >'M space =ith proucts that o e%erythin1rom trac& customer beha%ior on the Deb to preictin1 their uturemo%es to senin1 irect e-mai communications* #his has create a

=or=ie mar&et or >'M proucts an ser%ices o 78 biion in4999 an =hich is orecaste by I,> to 1ro= to 42+ biion by 2008*3#he nee to better unerstan customer beha%ior an ocus on thosecustomers =ho can ei%er on1-term proits has chan1e ho=mar&eters %ie= the =or*

#raitionay5 mar&eters ha%e been traine to ac?uirecustomers5 either ne= ones =ho ha%e not bou1ht the prouct cate1ory

beore or those =ho are currenty competitors customers* #his hasre?uire hea%y oses o mass a%ertisin1 an price-orientepromotions to customers an channe members* #oay5 the tone o

the con%ersation has chan1e rom customer ac?uisition to retention*#his re?uires a ierent minset an a 7 ierent an ne= set otoos* 6 1oo thou1ht e@periment or an e@ecuti%e auience is to as&them ho= much they spen an3or ocus on ac?uisition %ersusretention acti%ities*

Dhie it is iicut to perecty istin1uish the t=o acti%itiesrom each other5 the ans=er is usuay that ac?uisition ominatesretention*

6ccorin1 to one inustry %ie=5 >'M consists o"

$epin1 an enterprise to enabe its mar&etin1 epartments toientiy an tar1et their best customers5 mana1e mar&etin1campai1ns =ith cear 1oas an objecti%es5 an 1enerate ?uaityeas or the saes team*

6ssistin1 the or1aniation to impro%e teesaes5 account5 ansaes mana1ement by optimiin1 inormation share bymutipe empoyees5 an streaminin1 e@istin1 processes (ore@ampe5 ta&in1 orers usin1 mobie e%ices)

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6o=in1 the ormation o ini%iuaie reationships =ithcustomers5 =ith the aimo impro%in1 customer satisaction anma@imiin1 proitsN ientiyin1 the most proitabe customersan pro%iin1 them the hi1hest e%e o ser%ice*

Pro%iin1 empoyees =ith the inormation an processesnecessary to &no= their customers5 unerstan their nees5 aneecti%ey bui reationships bet=een the company5 itscustomer base5 an istribution partners*

>'M-->ustomer 'eationship Mana1ement--has entere themainstream* ,espite the uncertainty o the economy5 >'M is bein1thrust into corporate bu1ets an ta&e about as a critica initiati%e

by hunres o Fortune 45000 an tens o thousans o other

companies* It has 1one rom bein1 an important e1e in the business=or to a necessary too or sur%i%a* #he notion o the customer as&in1 or ?ueen is once a1ain the rue* $o= you treat this is a mission-critica business issue*

!ut5 =hat is >'M an ho= oes it chan1e the =ay companies obusiness #he chan1es in the =or ha%e been so ynamic an soramatic that the path is not necessariy a that ob%ious* $o= >'Mimpacts that business path is a continuin1 source o ebate in the

=or o corporate mana1ement*

Mana1in1 reationships =ith customers has become a criticaor1aniationa competency* /et =innin1 strate1ies or ac?uirin1 anretainin1 customers by e%era1in1 the atest a%ance technoo1ies*#his course =i teach you ho= to seect the ri1ht toos or your

business-- so it can 1ro= toay--an on into the uture* Ea11in1means ost customers5 =hich means ama1e to the bottom ine* !utho= o you not a1 =hen customers are mo%in1 i1htnin1 ast toeman constant chan1es in the spee to compete theirtransactions $o= o you &eep your customers =hen the mo%e to

another company is nothin1 more than a mouse cic& an a minutea=ay

>'M is the ans=er* >ustomer 'eationship Mana1ement5 astrate1y that e%era1es %ery a%ance technoo1ies is the =ay to cut tothe 24st >entury business chase*

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Histor o! CRM>ustomer 'eationship Mana1ement (>'M) is one o those

ma1niicent concepts that s=ept the business =or in the 4990s =iththe promise o ore%er chan1in1 the =ay businesses sma an ar1einteracte =ith their customer bases* In the short term5 ho=e%er5 itpro%e to be an un=iey process that =as better in theory than inpractice or a %ariety o reasons* First amon1 these =as that it =assimpy so iicut an e@pensi%e to trac& an &eep the hi1h %oume orecors neee accuratey an constanty upate them* In the astse%era years5 ho=e%er5 ne=er sot=are systems an a%ancetrac&in1 eatures ha%e %asty impro%e >'M capabiities an the reapromise o >'M is becomin1 a reaity* 6s the price o ne=er5 morecustomiabe Internet soutions ha%e hit the mar&etpaceNcompetition has ri%en the prices o=n so that e%en reati%ey sma

businesses are reapin1 the beneits o some custom >'M pro1rams*

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In the be1innin1O

#he 490s sa= the emer1ence o atabase mar&etin15 =hich=as simpy a catch phrase to eine the practice o settin1 upcustomer ser%ice 1roups to spea& ini%iuay to a o a companyscustomers* In the case o ar1er5 &ey cients it =as a %auabe too or&eepin1 the ines o communication open an taiorin1 ser%ice to thecients nees* In the case o smaer cients5 ho=e%er5 it tene topro%ie repetiti%e5 sur%ey-i&e inormation that cuttere atabasesan int pro%ie much insi1ht* 6s companies be1an trac&in1atabase inormation5 they reaie that the bare bones =ere a that

=as neee in most cases" =hat they buy re1uary5 =hat they spen5=hat they o*

6%ances in the 4990s

In the 4990s companies be1an to impro%e on >ustomer'eationship Mana1ement by ma&in1 it more o a t=o-=ay street*Instea o simpy 1atherin1 ata or their o=n use5 they be1an 1i%in1

bac& to their customers not ony in terms o the ob%ious 1oa oimpro%e customer ser%ice5 but in incenti%es5 1its an other per&s orcustomer oyaty* #his =as the be1innin1 o the no= amiiar re?uentyer pro1rams5 bonus points on creit cars an a host o other

resources that are base on >'M trac&in1 7777 customer acti%ity anspenin1 patterns* >'M =as no= bein1 use as a =ay to increasesaes passi%ey as =e as throu1h acti%e impro%ement o customerser%ice*

#rue >'M comes o a1e

'ea >ustomer 'eationship Mana1ement as its thou1ht o

toay reay be1an in earnest in the eary years o this century* 6ssot=are companies be1an reeasin1 ne=er5 more a%ance soutionsthat =ere customiabe across inustries5 it became easibe to reayuse the inormation in a ynamic =ay* Instea o eein1 inormationinto a static atabase or uture reerence5 >'M became a =ay tocontinuousy upate unerstanin1 o customer nees an beha%ior*!ranchin1 o inormation5 sub-oers5 an custom taiore eatures

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enabe companies to brea& o=n inormation into smaer subsets sothat they cou e%auate not ony concrete statistics5 but inormationon the moti%ation an reactions o customers* #he Internet pro%iea hu1e boon to the e%eopment o these hu1e atabases by enabin1osite inormation stora1e5 =here beore companies ha iicutysupportin1 the enormous amounts o inormation* #he Internetpro%ie ne= possibiities an >'M too& o as pro%iers be1anmo%in1 to=ar Internet soutions* Dith the increase uiity o thesepro1rams came a ess ri1i reationship bet=een saes5 customerser%ice an mar&etin1* >'M enabe the e%eopment o ne=strate1ies or more cooperati%e =or& bet=een these ierenti%isions throu1h share inormation an unerstanin15 eain1 toincrease customer satisaction rom orer to en prouct*

#oay5 >'M is sti utiie most re?uenty by companies thatrey hea%iy on t=o istinct eatures" customer ser%ice or technoo1y*#he three sectors o business that rey most hea%iy on >'M -- anuse it to 1reat a%anta1e -- are inancia ser%ices5 a %ariety o hi1htech corporations an the teecommunications inustry* #he inanciaser%ices inustry in particuar trac&s the e%e o cient satisactionan =hat customers are oo&in1 or in terms o chan1es anpersonaie eatures* #hey aso trac& chan1es in in%estment habitsan spenin1 patterns as the economy shits* Sot=are speciic to theinustry can 1i%e inancia ser%ice pro%iers truy impressi%e

eebac& in these areas*

In recent years ho=e%er5 se%era actors ha%e contribute to therapi e%eopment an e%oution o >'M* #hese incue" -

4* The growing de-intermediation process in many inustries ue tothe a%ent o sophisticate computer an teecommunicationtechnoo1ies that ao= proucers to irecty interact =ith en-customers* For e@ampe5 in many inustries such as airines5 ban&s

insurance5 sot=are or househo appiances an e%en consumabes5the e-intermeiation process is ast chan1in1 the nature omar&etin1 an conse?uenty ma&in1 reationship mar&etin1 morepopuar* ,atabases an irect mar&etin1 toos 1i%e them the means toini%iuaie their mar&etin1 eorts*

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2* Advances in information technoog!" net=or&in1 anmanuacturin1 technoo1y ha%e hepe companies to ?uic&y matchcompetition* 6s a resut prouct ?uaity an cost are no on1ersi1niicant competiti%e a%anta1es*

7* The growth in service econom!# Since ser%ices are typicayprouce an ei%ere at the same institution5 it minimies the roeo the miemen*

8* 6nother orce ri%in1 the aoption o >'M has been the tota$uait! movement# Dhen companies embrace #M it becamenecessary to in%o%e customers an suppiers in impementin1 thepro1ram at a e%es o the %aue chain* #his neee cose =or&in1reationships =ith the customers* #hus se%era companies such as

Motoroa5 I!M5 /enera Motors5 Qero@5 For5 #oyota5 etc ormepartnerin1 reations =ith suppiers an customers to practice #M*Lther pro1rams such as JI# an M'P aso mae use ointerepenent reationships bet=een suppiers an customers*

+* %ustomer epectations are chan1in1 amost on a aiy basis* e=yempo=ere customers5 =ho choose5 ho= to communicate =ith thecompanies %arious a%aiabe channes 6so no=aays consumerse@pect a hi1h e1ree o personaiation*

:* 'merging rea time5 interacti%e channes incuin1 e-mai5 6#Msan ca centre that must be synchronie =ith customers non-eectronic acti%ities* #he spee o business chan1e5 re?uirin1e@ibiity an rapi aoption to technoo1ies*

* In the current era o h!per competition5 mar&eters are orce to bemore concerne =ith customer retention an customer oyaty*

* 6s se%era researches ha%e oun out retaining customers is ess

epensive an more sustainabe competiti%e a%anta1e thanac?uirin1 ne= ones*

9* Ln the suppy sie it pays more to e%eop coser reationships =ithafew suppiers than to e%eop more %enors*

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40* #he goaiation o =or mar&etpace ma&es it necessary toha%e 1oba account mana1ement or the customers*

"e!inition# $

A>'M is concerne =ith creatin1 impro%e sharehoer %auethrou1h the use o customer centric business processes an thee%eopment o appropriate reationships =ith consumers*B

Im%lementing CRM#

>'M re?uires an inte1ration o a irmRs resourcesN peope5operations an mar&etin1 capabiities to ei%er ae %aue to thecustomers* >'M shou pro%ie businesses an or1aniations =ith asin1e %ie= o their customers an across irrespecti%e o theinteracti%e channe or meium throu1h =hich the customer accessesthe ser%ice or prouct* For e@ampe5 a business (e*1* hote) customersproie an persona reerences shou be accessibe to the business(or hote) irrespecti%e o channe i*e* =hether the customer boo&sonine5 cas in or =a&s into any ocation shou not ma&e aierence to the ser%ice pro%ie base on the persona proie o the

business cient*

It is enabe throu1h"

Inormation

Processes

#echnoo1y

6ppications

6 irm that =ants to impement >'M must ai1n itRs businessprocesses cross-unctionay in the best possibe =ay to ao=increase customer ocus =ith an aim to ei%er ae %aue to thecustomer*

#o impement >'M5 the oo=in1 steps must be oo=e"

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,e%eop a >'M rame=or&

6i1n current business processes

,esi1n ne= cross-unctiona business processes (=herere?uire)

,e%eop Functiona Speciications (cient-sie ser%ices) ,e%eop #echnica Speciications

Match #echnica Speciications to a%aiabe technoo1y(Systems5 sot=are5 etc)

Prouct >oni1uration

,ata Mi1ration an Inte1ration

Sta #rainin1

%ustomer *egmentation+ For >'M to be eecti%e5 theor1aniations customer base must be stratiie into se1ments

base on commonaities amon1st 1roups o ini%iuas ancustomers* #his aso re?uires the or1aniation to ha%e strate1iesto tar1et consoiate customer se1ments*

,educed %ost of *ervice+ a customer reationship strate1yshou reuce the cost o ser%ice or both the or1aniation anits customers an increase satisaction e%es*

*ervice as a differentiator+ #he more competiti%e a mar&etbecomes the more a business =i nee to rey on its superior

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prouct ?uaity an ?uaity o ser%ice to ierentiate itse romother businesses an pro%iers*

Tie-ins over time+#he 1reater the eort a customer spens on

a reationship o%er time5 the 1reater the customers sta&e inhepin1 to ensure that the reationship =or&s an the morecon%enient an oya the customer becomes*

Pit!&lls to &'oid#

Many >'M pro1rams ai or t=o reasons"

4* Eac& o supporti%e business processes" !ecause businessprocesses an or1aniationa 1oas are not part o a strate1ic>'M pan tie to or1aniationa 1oas an objecti%es*

2* Eac& o an enterprise perspecti%e" For 'eationship Mar&etin1to be eecti%e5 it re?uires that the or1aniation creates aseamess enterprise %ie=* 6 ot o >'M pro1rams ai because

they are assembe =ith isparate components that arenRtesi1ne to =or& to1ether as part o a compete >'M systemesi1ne to meet or1aniationa objecti%es*

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Customer Rel&tions(i% M&n&gementModel

15

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66ETSIS

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>.S#LM;' #6'/;#I/

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P'IG6>T ISS.;S

M;#'I>S


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Customer Retention Progr&ms

>.S#LM;'';E6#ILS$IPM66/;M;#S6#ISF6>#IL

16

CUSTOMER

SERVICE

FREQUENCY/

LOYALTY

PROGRAMS

CUSTOMIZATION

REWARS

PROGRAMS

COMMUNITY

!UILING


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O)*ecti'e o! t(e stud o! CRM

>'M5 in its broaest sense5 means mana1in1 a interactionsan business =ith customers* #his incues5 but is not imite to5impro%in1 customer ser%ice* 6 1oo >'M pro1ram =i ao= a

business to ac?uire customers5 ser%ice the customer5 increase the%aue o the customer to the company5 retain 1oo customers5 anetermine =hich customers can be retaine or 1i%en a hi1her e%e oser%ice* 6 1oo >'M pro1ram can impro%e customer ser%ice byaciitatin1 communication in se%era =ays"

Pro%ie prouct inormation5 prouct use inormation5 an

technica assistance on =eb sites that are accessibe 28 hours aay5 ays a =ee&

Ientiy ho= each ini%iua customer eines ?uaity5 an thenesi1n a ser%ice strate1y or each customer base on theseini%iua re?uirements an e@pectations*

Pro%ie a ast mechanism or mana1in1 an scheuin1 oo=-up saes cas to assess post-purchase co1niti%e issonance5

repurchase probabiities5 repurchase times5 an repurchasere?uencies*

Pro%ie a mechanism to trac& a points o contact bet=een acustomer an the company5 an o it in an inte1rate =ay sothat a sources an types o contact are incue5 an a userso the system see the same %ie= o the customer (reucesconusion)*

$ep to ientiy potentia probems ?uic&y5 beore customer

occur

Pro%ie a user-rieny mechanism or re1isterin1 customercompaints (compaints that are not re1istere =ith thecompany cannot be reso%e5 an are a major source ocustomer issatisaction)*

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Pro%ie a ast mechanism or hanin1 probems ancompaints (compaints that are reso%e ?uic&y can increasecustomer satisaction)*

Pro%ie a ast mechanism or correctin1 ser%ice eiciencies

(correct the probem beore other customers e@perience thesame issatisaction)*

.se internet coo&ies to trac& customer interests an personaieprouct oerin1s accorin1y

.se the Internet to en1a1e in coaborati%e customiation orrea-time customiation

Pro%ie a ast mechanism or mana1in1 an scheuin1maintenance5 repair5 an on1oin1 support (impro%e eiciencyan eecti%eness)

Mechanism to e%auate Potentia HLMs*

#o e%eop inte1rate ,atabase*

6ssessin1 the nee o Potentia HLMs*

Days to meet those nees*

Ientiy the soter eements*

,e%isin1 a =ay to 'etain an 1ro= =ith those HLMs*

Mo%in1 urther ahea Satisaction ,ei1htment ELT6EI#T

#o e%eop Strate1y an action pan on ?uarter annua basis*

#o 1ain &no=e1e about consumer beha%iour

#o &no=5 ho= to maintain reationship =ith customer

#o &no=5 the nees anaysis o customer

#o unerstan5 =ith the hep o eebac& orm that =hycustomers are not train1 =ith 6n1e

#o &no=5 the customer perception about companys proucts ser%ices

#o &no=5 the 1rie%ances amon1 the customers about proucts ser%ices

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#he >'M pro1ram can be inte1rate into other cross-unctionasystems an thereby pro%ie accountin1 an prouction inormationto customers =hen they =ant it*

+ee%ing E,isting Customers

/rain1 customers rom %ery satisie to %ery isappointe shouhep the or1aniation in impro%in1 its customer satisaction e%esan scores* 6s the satisaction e%e or each customer impro%es5 sosha the customer retention =ith the or1aniation*

M&,imi-ing Li!e time '&lue

;@poit up-sein1 an cross-sein1 potentia* !y ientiyin1 iesta1e an ie e%ent tri11er points by customer5 mar&eters canma@imie share o purchase potentia# #hus the sin1e auts share?uire a ne= car stereo an as he 1ro=s into a marrie coupe hisnees 1ro= into appiances*

Incre&se Lo&lt

Eoya customers are more proitabe* 6ny company =i i&e its

minshare status to impro%e rom bein1 a suspect to bein1 ana%ocate* >ompany has to in%est in terms o its prouct an ser%iceoerin1s to its customers* It has to inno%ate an meet the %ery neeso its customers so that they remain as a%ocates on the oyaty cur%e*'eerra saes in%ariaby are o= cost hi1h mar1in saes*

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Rese&rc( Met(odolog !or CRM

Meetin1 an satisyin1 each customers nee uni?uey anini%iuay* In the mass mar&ets ini%iuaie inormation oncustomers is no= possibe at o= costs ue to the rapi e%eopmentin the inormation technoo1y an ue to a%aiabiity o scaabe ata

=arehouses an ata minin1 proucts* !y usin1 onine inormationan atabases on ini%iua customer interactions5 mar&eters aim toui the uni?ue nees o each mass-mar&et customer* Inormationon ini%iua customers is utiie to e%eop re?uency mar&etin15interacti%e mar&etin15 an ater mar&etin1 pro1rams in orer to

e%eop reationship =ith hi1h-yiein1 customers* In the conte@t obusiness-to-business mar&ets5 ini%iua mar&etin1 has been in paceo ?uite sometime* Hno=n as Hey 6ccount Mana1ement Pro1ram5here mar&eters appoint customer teams to husban the companyresources accorin1 to ini%iua customer nees*

Continuit M&rketing Progr&ms

#a&e the shape o membership an oyaty car pro1rams =herecustomers are oten re=are or their member an oyatyreationships =ith the mar&eters* #he basic premise o continuitymar&etin1 pro1rams is to retain customers an increase oyatythrou1h on1-term specia ser%ices that has a potentia to increasemutua %aue throu1h earnin1 about each other*

P&rtnering Progr&ms

#he thir type o >'M pro1rams is partnerin1 reationships

bet=een customer an mar&eters to ser%e en user nees* In the massmar&ets5 t=o types o partnerin1 pro1rams are most common" >o-

branin1 an ainity partnerin1* Missin1 process o >'M#raitionay customer reationship mana1ement (>'M) re%o%esaroun the three unctions o sein15 mar&etin1 an support* Gariousprocess moes ha%e been buit aroun ho= these unctions areinte1rate an operate in a customer oriente enterprise* #here is

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ho=e%er a ourth critica unction that is ac&in1 in most >'Mmoes*

#he ourth unction that oten is the source o a competiti%ee1e is that o inno%ation* >ompanies must continuay rein%entthemse%es to ei%er an impro%e an oten a totay ne= %aueoerin1 to their customer base* >'M must pro%ie the customerintei1ence that ees inormation bac& into the enterprises&no=e1e mana1ement processes =here it can tri11er ne=inno%ation processes* Dhen >'M is inte1rate into the inno%ationprocess5 si1niicant %aue can be eri%e rom aster time to mar&etcyce times an =ith ne= processes an ser%ices* Mar&etin1automation must ensure that the inno%ation processes are actuaymar&et ri%en* 6 mar&et ri%en inno%ation process must incue bothstrate1ies that are ocuse on satisyin1 customer re?uirements as

=e as strate1ies ocuse at reeinin1 customer re?uirements* Saesautomation shou be inte1rate =ith the inno%ation process byensurin1 that a saes channes are prepare an reay to ta&e ne=processes an ser%ices to mar&et beore competiti%e orces can react*>ustomer ser%ice automation must be esi1ne to empo=er thecustomer =ith the option o assistin1 =ith the esi1n o the %aueoerin1* 'eeinin1 >'M aroun inno%ation5 saes5 mar&etin1 anser%ice can ientiy ne= competiti%e opportunities or an enterprise*#he remainin1 ?uestion is =hether companies are prepare to ta&ethe initiati%e an e@pan the einition o customer reationship

mana1ement to incue the process o inno%ation* #he pressure toei%er resuts =ithin the traitiona einition o >'M areayo%er=hems companies* #he iao1 must start rather earier than ater

because the competiti%e =ino= o traitiona >'M is ecreasin1 ancustomer emans or a more inno%ati%e an responsi%e enterprise

=i increase

Arc(itecture o! CRM

#here are three parts o appication architecture o >'M"

4* Lperationa - automation to the basic business processes(mar&etin15 saes5 ser%ice)

2* 6naytica - support to anaye customer beha%ior5 impementsbusiness intei1ence ai&etechnoo1y

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7* >oaborati%e - ensures the contact =ith customers (phone5emai5 a@5 =eb5 SMS5 post5 in person)

./ O%er&tion&l CRM

Lperationa >'M means supportin1 the Uront oiceU businessprocesses5 =hich incue customer contact (saes5 mar&etin1 anser%ice)* #as&s resutin1 rom these processes are or=are toresources responsibe or them5 as =e as the inormation necessaryor carryin1 out the tas&s an interaces to bac&-en appications are

bein1 pro%ie an acti%ities =ith customers are bein1 ocumenteor urther reerence* Lperationa >'M pro%ies the oo=in1

beneits"

,ei%ers personaie an eicient mar&etin15 saes5 an ser%icethrou1h muti-channe coaboration

;nabes a 7:0-e1ree %ie= o your customer =hie you areinteractin1 =ith them

Saes peope an ser%ice en1ineers can access compete historyo a customer interaction =ith your company5 re1aress o thetouch point* #he operationa part o >'M typicay in%o%esthree 1enera areas o business"

*aes force automation (*.A)

SF6 automates some o the companyRs critica saes an saesorce mana1ement unctions5 or e@ampe5 ea3accountmana1ement5 contact mana1ement5 ?uote mana1ement5 orecastin15saes aministration5 &eepin1 trac& o customer preerences5 buyin1habits5 an emo1raphics5 as =e as perormance mana1ement* SF6toos are esi1ne to impro%e ie saes proucti%ity* Hey

inrastructure re?uirements o SF6 are mobie synchroniation aninte1rate prouct coni1uration*

%ustomer service and support (%**)

>SS automates some ser%ice re?uests5 compaints5 prouctreturns5 an inormation re?uests*

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#raitiona interna hep es& an traitiona inboun ca-centersupport or customer in?uiries are no= e%o%e into the Ucustomerinteraction centerU (>I>)5 usin1 mutipe channes (Deb5 phone3a@5ace-to-ace5 &ios&5 etc)* Hey inrastructure re?uirements o >SSincue computer teephony inte1ration (>#I) =hich pro%ies hi1h

%oume processin1 capabiity5 an reiabiity*

'nterprise mar/eting automation ('0A)

;M6 pro%ies inormation about the business en%ironment5incuin1 competitors5 inustry trens5 an macro-en%ironmenta

%ariabes* It is the e@ecution sie o campai1n an ea mana1ement*#he intent o ;M6 appications is to impro%e mar&etin1 campai1neiciencies* Functions incue emo1raphic anaysis5 %ariabe

se1mentation5 an preicti%e moein1 occurs on the anaytica(!usiness Intei1ence) sie*

Inte1rate >'M sot=are is oten aso &no=n as Uront oicesoutions*U #his is because they ea irecty =ith the customer* Manyca centers use >'M sot=are to store a o their customerRs etais*

Dhen a customer cas5 the system can be use to retrie%e an storeinormation ree%ant to the customer* !y ser%in1 the customer ?uic&yan eicienty5 an aso &eepin1 a inormation o a customer in onepace5 a company aims to ma&e cost sa%in1s5 an aso encoura1e ne=

customers*

>'M soutions can aso be use to ao= customers to perormtheir o=n ser%ice %ia a %ariety o communication channes* Fore@ampe5 you mi1ht be abe to chec& your ban& baance %ia your D6Pphone =ithout e%er ha%in1 to ta& to a person5 sa%in1 money or thecompany5 an sa%in1 your time*

0/ An&ltic&l CRM

In anaytica >'M5 ata 1athere =ithin operationa >'Man3or other sources are anaye to se1ment customers or to ientiypotentia to enhance cient reationship* >ustomer anaysis typicaycan ea to tar1ete campai1ns to increase share o customerRs =aet*;@ampes o >ampai1ns irecte to=ars customers are"

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6c?uisition" >ross-se5 up-se

'etention" 'etainin1 customers =ho ea%e ue to maturity orattrition*

Inormation" Pro%iin1 timey an re1uar inormation tocustomers*

Moiication" 6terin1 etais o the transactiona nature o thecustomersR reationship*

6naysis typicay co%ers but is not imite to"

,ecision support" ,ashboars5 reportin15 metrics5 perormanceetc*

Preicti%e moein1 o customer attributes

Strate1y an 'esearch 6naysis o >ustomer ata may reate to

one or more o the oo=in1 anayses" >ontact channe optimiation

>ontact Lptimiation

>ustomer 6c?uisition 3 'eacti%ation 3 'etention

>ustomer Se1mentation

>ustomer Satisaction Measurement 3 Increase

Saes >o%era1e Lptimiation

Frau ,etection an anaysis

Financia Forecasts

Pricin1 Lptimiation Prouct ,e%eopment

Pro1ram ;%auation

'is& 6ssessment an Mana1ement

,ata coection an anaysis is %ie=e as a continuin1 aniterati%e process* Ieay5 business ecisions are reine o%er time5

base on eebac& rom earier anaysis an ecisions* #hereore5most successu anaytica >'M projects ta&e a%anta1e o a ata

=arehouse to pro%ie suitabe ata* !usiness Intei1ence is a reateiscipine oerin1 some more unctionaity as separate appicationsot=are*

1/ Coll&)or&ti'e CRM

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>oaborati%e >'M aciitates interactions =ith customersthrou1h a channes (persona5 etter5 a@5 phone5 =eb5 e-mai) ansupports co-orination o empoyee teams an channes* It is asoution that brin1s peope5 processes an ata to1ether so companiescan better ser%e an retain their customers* #he ata3acti%ities can bestructure5 unstructure5 con%ersationa an3or transactiona innature*

>oaborati%e >'M pro%ies the oo=in1 beneits"

;nabe eicient proucti%e customer interactions across acommunications channes

;nabes =eb coaboration to reuce customer ser%ice costs

Inte1rates ca centers enabin1 muti-channe personacustomer interaction

Inte1rates %ie= o the customer =hie interaction at thetransaction e%e

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Liter&ture Re'iew

Com%&n Pro!ile#

6n1e !ro&in1 Eimite is one o the eain1 an proessionaymana1e stoc& bro&in1 irm in%o%e in ?uaity ser%ices an research*

6n1e !ro&in1 Eimite is a corporate member o #he Stoc& ;@chan1e5Mumbai*

#he membership o the company =ith #he Stoc& ;@chan1eMumbai =as ori1inay in the name o Mu&esh '* /anhi5 =hich =ase%entuay turne into a corporate membership in the name o 6n1e!ro&in1 Eimite*

6n1e !ro&in1 Eimite is mana1e by Mr* ,inesh #ha&&ar anhe is =e supporte by Mr* Mu&esh /anhi5 a iteen years %eteran in

the mar&et*

#he 1roup is =e supporte by a proessiona an ?uaiieresearch team an eicient operations an bac& oice team5 =hichcomprises o hi1hy eicate an ?uaiie ini%iuas* 6n1e has anin-house5 state o art research epartment*

6n1e beie%es in reachin1 out to the customer at the arthesten rather than by reachin1 out to them* #he company in its;nea%our to 1i%e its cient the best has opene up se%era branches

a o%er Mumbai5 =hich are eicienty inte1rate =ith the $eaLice*

6n1e !ro&in1 Eimite is primariy into retai stoc& bro&in15=ith a customer base o retai in%estors5 =hich has been increasin1 ata compoune 1ro=th rate o 400V e%ery year* #he company hashu1e net=or& sub-bro&ers in Mumbai an other paces outsie

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Mumbai5 re1istere =ith S;!I5 =ho act as channe partners or thecompany* #he company presenty has the tota sta stren1th oaroun 4+0 empoyees =ho are sprea accorin1y across the heaoice an a the branches*

6n1e has empo=ere its physica presence throu1hout Iniathrou1h %arious strate1ies =hich it has been aoptin1 eicienty aneecti%ey o%er a perio o time5 i&e openin1 up o branches at

%arious paces5 tie-ups =ith %arious a1encies an saes a1ents5 buy-outs o smaer re1iona outits an appointment o sub-bro&ers anranchisees* Moreo%er5 6n1e !ro&in1 Et* has been tappin1 anincuin1 hi1h net-=orth an se-empoye ini%iuas to its %astarray o cients*

6n1e has a=ays stri%e in the irection o ei%erin1 utimatecient satisaction an e%eopin1 stron1er bons =ith its customersan chose partners* 6n1e has a %ision to introuce ne= aninno%ati%e proucts an ser%ices re1uary* Moreo%er 6n1e has beenone amon1 the pioneers to introuce the atest technoo1icainno%ations an inte1rate it eicienty =ithin its business*

6n1e !ro&in1 Et tryst =ith e@ceence in customer reationsbe1an in 49* #oay5 6n1e has emer1e as one o the mostrespecte Stoc&-!ro&in1 an Death Mana1ement >ompanies in

Inia* Dith its uni?ue retai-ocuse stoc& train1 business moe56n1e is committe to pro%iin1 'ea Gaue or Money to a itscients*

#he 6n1e /roup is a member o the !ombay Stoc& ;@chan1e(!S;)5 ationa Stoc& ;@chan1e (S;) an the t=o eain1>ommoity ;@chan1es in the country" >,;Q M>Q* 6n1e is asore1istere as a ,epository Participant =ith >,SE

6n1es !usiness ;?uity #rain1 >ommoities Portoio Mana1ement Ser%ices Mutua Funs Eie Insurance Persona Eoans IPL

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,epository Ser%ices In%estment 6%isory

6n1es Presence

ation-=ie net=or& o 24 'e1iona $ubs Presence in 428 cities L%er :40 Sub-!ro&ers !usiness 6ssociates More than +*9 a&h >ients

6n1e /roup 6n1e !ro&in1 Et* 6n1e >apita ,ebt Mar&et Et*

6n1e >ommoities !ro&in1 Et* 6n1e Securities Et*

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2o&rd o! "irectors# $

Mr* ,inesh #ha&&ar Founer >hairman Mana1in1 ,irector

#he 6n1e /roup o >ompanies =as brou1ht to ie by Mr*

,inesh #ha&&ar* $e %enture into stoc& train1 =ith an intention toraise capita or his o=n inepenent enterprise* $o=e%er5 hereco1nie the opportunity oere by the stoc& mar&et to ser%eini%iua in%estors* #hus Inias irst retai-ocuse stoc&-bro&in1house =as estabishe in 49* .ner his eaership5 6n1e becamethe irst bro&in1 house to embrace ne= technoo1y or aster5 moreeecti%e an aorabe ser%ices to retai in%estors*

Mr* #ha&&ar is %aue or his unerstanin1 o the economyan the stoc&-mar&et* #he print an eectronic meia oten see& his

%ie=s on the mar&et tren as =e as in%estment strate1ies*

Mr* Eait #ha&&ar ,irector C 'esearch

Mr* Eait #ha&&ar is the moti%atin1 orce behin 6n1es hi1hyaccaime 'esearch team* $es been a part o the senior mana1ementteam since the 6n1e /roups inception* $is technica anunamenta outoo& has pro%ie impetus to 6n1es mar&etresearch team* 'esearch-base personaie a%isory ser%ices are

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6n1es orte5 an Mr* Eait #ha&&ar has unoubtey been the brainbehin it*

Dhen it comes to anayin1 the mar&et5 Mr* Eait #ha&&ar istruy a 1enius* $is hans-on e@perience an unamenta &no=e1eo the mar&et can preict the mar&et tren eary* $is %ie=s on themar&et tren are oten ?uote in the print an eectronic meia*

Mr* 6mit Majumar >hie Strate1y Licer

6 chartere 6ccountant by ?uaiication5 Mr* 6mit Majumar isa &ey member o 6n1es strate1ic ecision-ma&in1 process* $e has

been =ith the 1roup since 6u1ust 2008* $e has hane se%eraunctions o the 1roup i&e inance an operations5 to name a e=* $ehas rich e@perience in inance5 in%estment ban&in15 treasury5consutancy an a%isory ser%ices*

Mr* Majumar has e many successu initiati%es or the 1roup*

!eore joinin1 the 6n1e /roup5 Mr* Majumar has been associate=ith 'abo Inia Finance5 6mbit >orporate Finance an ;rnst Toun1*

Mr* 'aji% Pha&e ;@ecuti%e ,irector C $' >orp*>ommunications

Mr* 'aji% Pha&e has acti%ey contribute to the /roups1ro=th o%er the ast our years* $oin1 a major in Finance5 Mr* 'aji%Pha&e is a strate1ic thin&er =ith e@pertise in the ie o corporate

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pannin15 internationa mar&etin15 inancia ser%ices5 bran-buiin15$', an ?uaity mana1ement*

Dith o%er 72 years o e@perience5 Mr* Pha&e has successuye S!.s an inancia companies rom concept to commissionin1*$is career horion spans Motia Ls=a Securities5 #imes /uarantyFinancias5 a1arjuna Securities an #ata ;@ports Et* $e is aso a

=e-&no=n spea&er in the $' an business e%eopment circuit anhis %ie=s are eature on %arious eectronic meia as =e*

Mr* Ginay 61ra=a ;@ecuti%e ,irector C ;?uity !ro&in1

Mr* Ginay 61ra=a eas the ;?uity !ro&in1 business at 6n1e5=hich comprises !usiness ,e%eopment5 Lperations5 Prouct,e%eopment an ;-bro&in1 initiati%e* $e is acti%ey in%o%e ine@porin1 ne= =ays to aopt technoo1y or business enhancement*

6 >hartere 6ccountant by ?uaiication5 Mr* 61ra=a be1an hiscareer =ith the 6n1e /roup as Finance an Lperations >onsutant5an since then hes ?uic&y cimbe up the corporate aer*

Mr* i&hi ,a@ini ;@ecuti%e ,irector - Saes an Mar&etin1

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Dith an M!6 in inance5 Mr* i&hi ,a@ini has beeninstrumenta in introucin1 the concept o proessiona mar&etin1 o

bro&in1 ser%ices at 6n1e* $is area o ocus is !usiness ,e%eopment5'is& Mana1ement an Lperations*

Mr* ,a@ini has immense e@perience in the mar&etin1 oinancia proucts an ser%ices* $e has been associate =ith $,F>!an& Et* in the past*

Mr* $itun1shu ,ebnath ;@ecuti%e ,irector - ,istribution Death Mana1ement

6 mar&etin1 proessiona an a !ritish >he%enin1 schoar romthe Eonon Schoo o ;conomics5 Mr* $itun1shu ,ebnath eas the,istribution an Death Mana1ement business at the 6n1e /roup* Itincues the istribution o Insurance5 mutua uns5 IPLs5 personaoans an other =eath mana1ement proucts*

Mr* ,ebnath has o%er 4 years o inustry e@perience* $e hasbeen associate =ith #imes /uaranty Financia Et*5 FortressFinancia Ser%ices Et*5 6iance >apita 6sset Mana1ement an$,F> 6sset Mana1ement Et* in the past* Mr* Muit Hushreshtha ;@ecuti%e ,irector - !usiness

Intei1ence 6naytic

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Mr* Muit Hushreshtha heas the a%ance anaytics anstrate1ic business intei1ence i%ision at 6n1e* Dith a !acheorse1ree in ;n1ineerin1 an Ph, in ;conomics5 Mr* MuitHushreshtha has more than 42 years e@perience in the ie ostrate1y an business consutin1*

$e has been associate =ith repute consutin1 irms i&e

,eoitte >onsutin1 Inia5 ;rnst an Toun15 6rthur 6nersen anDS /oba* $e has a%ise se%era bi1 cients in the .*S* an .*H*$e is aso a &no=n spea&er at pubic seminars an conerencesor1anise by >II5 6SS>LM5 Inian Schoo o !usiness an II#*

Mr* Santanu Syam ;@ecuti%e ,irector C Lperations

Mr* Syam brin1s =ith him o%er 4 years o e@perience in the

ie o #ransaction !an&in15 Dhoesae !an&in15 #reasury !an&in15>onsumer !an&in1 an >!S* $e starte his career =ith 6W/rinays !an& an he =as aso associate =ith Stanar >hartere!an& in Inia as ,irector #ransactiona !an&in1*

Mr* Syam oo=e up his ;n1ineerin1 e1ree =ith an M!6* $ehas aso attene !an&in1 #echnoo1y seminars or1anise by S>!Sin1apore5 !S; Inia ;uro Finance*

Mr* Hetan Shah 6ssociate ,irector - Inormation #echnoo1y

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I# is a strate1ic unction at 6n1e* 6n Mr* Hetan Shah isin%o%e in the esi1nin1 o 6n1es I# poicies an Strate1ies* Mr*Shah eas a I#-reate acti%ities rom pannin1 an bu1etin1 toimpementation an maintenance*

Mr* Shah has o%er 4 years o inustry e@perience* $e has beenin%o%e in %arious aspects o !usiness Lperations in his pre%ious

assi1nments*

Ms* Pin&y Hothari 6ssociate ,irector - Saes 6n Mar&etin1

Ms* Pin&y Hothari is responsibe or e%eopment ane@pansion o the 6n1e /roups business in Southern Inia* Shestarte her career at 6n1e as !usiness ,e%eopment ;@ecuti%e* She

=as then appointe the hea o Surat !ranch an the South /ujaratre1ion5 beore assumin1 the roe o 6ssociate ,irector*

6 ?uaiie >ompany Secretary an an M!6 in Finance5 Ms*Hothari has %ast e@perience in business e%eopment in the inanciaser%ices inustry*

Mr* a%een Mathur 6ssociate ,irector C >ommoities !usiness

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6 >F6 o 4995 Mr* Mathur hos a Post /rauation e1ree inFinancia Mana1ement an !usiness Finance* $e brin1s =ith himo%er 48 years o e@perience in the inancia mar&ets*

$e ha been associate =ith 'ei1are >ommoities5 Har%y>onsutants an =ith !E! Et in the past* $e has been in%o%e inse%era mana1ement acti%ities5 treasury operations5 corporate an

strate1ic pannin15 research acti%ities in Futures an Lptions mar&etsin his past assi1nments*

Mr* Mathur is a re1uar spea&er on a the prominent inanciane=s channes*

Products &nd Ser'ices o! Angel

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De ha%e been traine an introuce to 6n1es %ariousprouct an ser%ices5 =hich are as oo=s"

E-Broking: -

6n1e oers se%era user-rieny ser%ices to customers so thatthey can mana1e their stoc& portoio* Incuin15 onine capabiitiesin&e to an inormation atabase to hep customers in%est5conienty* Lur e-bro&in1 ser%ices are speciay esi1ne or the net-sa%%y traers an in%estors =ho preer operatin1 rom their home oroice5 throu1h the internet*

#here are t=o types o sot=are*

1# Browser-Based

6n1e In%estor

6n1e #rae

2# Appication-Based

6n1e ,iet

6n1e 6ny=here

USP3s o! Angel E$)roking

Mutipe ;@chan1es on a sin1e screen- !S;5 S;-FL5 M>Q5

>,;Q

$ot &eys simiar to bro&ers termina

Streamin1 ?uotes

Proucts3Sot=are3!ac& oice trainin1 or a ;-bro&in1 cients

In-epth research technica chart5 intra-ay cas

28@ !ac&-oice

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Gie=in1 e1er5 !is5 >ontracts5 Saua summary5 Lpen

Position5 $oin1s5 ,P #ransactions5 6uction ,etais*

6uto pay-in o shares Lnine Securities Pay-Lut

Instant transer o un Lnine Funs pay-out re?uest

$i1hy secure an conientia

Port!olio m&n&gement ser'ice

Successu in%estin1 in >apita Mar&ets emans e%er moretime an e@pertise* In%estment Mana1ement is an art an a science initse* Proessiona In%estment Mana1ement Ser%ices are no on1erthe pri%ie1e o ony ar1e institutiona in%estors* PortoioMana1ement Ser%ices (PMS) is one such ser%ice that is ast 1ainin1eminence as an in%estment a%enue o choice or $i1h et=orthIn%estors i&e you* PMS is a sophisticate in%estment %ehice thatoers a ran1e o speciaie in%estment strate1ies to capitaie onopportunities in the mar&et* #he Portoio Mana1ement Ser%icecombine =ith competent un mana1ement5 eicate research antechnoo1y5 ensures a re=arin1 e@perience or its cients*

PRO"UCT 2OU4UET

&$ Angel Oster>hie In%estment Licer Mr* 'ajen Shah

!ottom up concentrate portoio o Mi >ap Sma >ap>ompanies =ith emphasis on Gaue In%estin1*

nvestor Profie+X #he scheme =ou be suite or in%estors =ith meium to hi1h ris&appetite ha%in1 on1 term perspecti%e

.ees and %harges2V 6sset Mana1ement >har1es

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0*+0V bro&era1e on transactions

)$ Angel 2lue$c(i%Fun Mana1er Mr* Phani Se&har

,i%ersiie ;?uity portoio o Ear1e cap Mi >ap >ompanies*

nvestor Profie+X #he scheme =ou be suite or in%estors =ith meium to o= ris&appetite5 ha%in1 on1 term perspecti%e*

.ees and %hargesX 2V 6sset Mana1ement FeesX 0*+0V !ro&era1e on transactions

6n1e ;?uity ,eri%ati%es FunFun Mana1er Mr* Siarth !hamre

!ottom-.p concentrate portoio =ith ;?uities ,eri%ati%es5an emphasis on $e1in1 by usin1 %oatiity in the Mar&ets*

nvestor Profie+X #he scheme =ou be suite or in%estors =ith o= to meium

ris& appetite5 ha%in1 on1 term perspecti%e*

X Suitabe or $I >ients an >orporate =ho =ant to par&money or consistent 'eturn rom the mar&et e%en i mar&etremaine at*

.ees and %hargesX 2V 6sset Mana1ement >har1esX 0*40V on ,ei%ery an 's*+0 at on options5 0*04V on utures

c$ Angel Growt(

Fun Mana1er Mr* Phani Se&har

,i%ersiie ;?uity portoio o Ear1e cap Mi >ap >ompanies=ith emphasis on 1ro=th In%estment*

nvestor Profie+

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X #he scheme =ou be suite or in%estors =ith moerate ris&appetite*

X 'ecommene in%estment horion is 4+ to 4 months*

.ees and %harges+X 2V 6sset Mana1ement >har1esX 0*+V bro&era1e on transactions

PMS c(&r&cteristics# $

Personaie Ser%ice

Interaction =ith Fun Mana1er

'e1uar eebac& an reports

Pro-acti%e mana1ement o uns $oin1s not impacte by entry3e@it o bi1 in%estors

>an remain i?ui or on1 perios

,iscipine in%estment process

uaity in%estments

Eimitin1 ris&

Eo= portoio turno%er

Focus on 1eneratin1 6bsoute returns rather than 'eati%e'eturns

Angel Gold$

Product$ 5e&tures o! Angel Gold

6 premium ser%ice or cients =ho nees proessiona 1uianceon

on1 term in%estments

Minimum uns or portoio o 's*4 Ea&h an ma@imum o 's*8Ea&hs =i be ei1ibe or 6n1e /o**

!ro&era1e o 0*+0V-0*+V or cients* +0V sharin1 o bro&era1ein case o Sub-bro&ers cients*

o 6M>5 o ;ntry3;@it oa an o proit sharin1

Shares can be &ept in 6n1e poo or can be transerre to therespecti%e ,P accounts

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!eneits i&e bonuses an i%iens continue to accrue to theborro=er*

6ny appreciation in the %aue o the Securities 1i%en as mar1in=ou automaticay ao= enhancement in ra=in1 po=er*

Interest cacuate on the amount utiie the time or =hichit is utiie*

Pre$P&id 2roker&ge

Pre-pai bro&era1e is one o the best schemes or customers tota&e the a%anta1es o ess bro&era1e* ,ierent pre-pai rechar1e area%aiabe =ith ierent %aiity* Some characteristics o pre-pai

bro&era1e are as oo=s" -

Wero account openin1 char1es 6ttracti%e !ro&era1e 'ate Free ,P 6M> or 4 year 6ssure 1its =orth thousans =ith e%ery account* ;asy Fast 'echar1e Free Financia In%estment 6ppication =ith e%ery account

4u&lit Assur&nce ) Angel

6n1e !ro&in1 is the First !ro&era1e $ouse to ha%e a uaity6ssurance >e across Inustry ,eicate 6 teams at >SL branches to reso%e cient ?ueries3 compaints throu1h teephone5emai or %isit* uaity assurance ce is one such si1niicant miestoneachie%e by the company5 =hich stans or its perormance*;stabishe in 200+5the ce =as set up as the compein1 nee =aset to shit rom customer satisaction to customer ei1htB 6n1eseinition o uaity- Prouct an ser%ices that totay satisy anoten e@cee customer nees an e@pectations in a respect to ei1hthim*

Simpy put5 uaity is achie%in1 a hi1h e1ree o e@ceence ina orms o acti%ities rom esi1n5 e%eopment5 ser%in1 anocumentation* A'i1ht First #ime an 'i1ht ;%ery #imeB* 6n toachie%e that5 they oo= the 8 P uaity moe"

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Probem so%in1-continuous impro%ement an earnin1

Peope an Partners-'espect5 chaen1e5 1ro=th

Process-Stanarie tas&s or continuous impro%ement

Phiosophy-Eon1 term thin&in1

Rese&rc( 9 Ad'isor

#he mar&ets ene Monay mar1inay in the 1reen5 ateropenin1 =ea& ue to concerns about S=ine u* #he Inices =ere

=ea& at the outset o the #uesay enin1 the ay in re* Mar&ets

sur1e on Denesay on positi%e 1oba cues an short co%erin1 in6pri 2009 eri%ati%es contracts* #he mar&ets remaine cose bothon #hursay an Friay* #he mar&ets just ene the =ee& positi%e5

=ith the Sense@ 1ainin1 0*V an the ity cosin1 mar1inay o=erby 0*2V

5und&ment&l An&lsis

Funamenta anaysis is one o the most useu toos that

in%estors use =hen ma&in1 ecisions about =hich stoc&s theyre1oin1 to buy* It is a process o e@aminin1 &ey ratios that sho= thecurrent =orth o a stoc& an the recent perormance o a company*Funamenta anaysis is use to etermine the amount o money acompany can ma&e an the &in o earnin1s an in%estor can e@pect*Future earnin1s may be subject to interpretation but 1oo earnin1histories create conience amon1 in%estors* #he stoc& prices mayincrease an the i%iens may pay out*

Stoc& mar&et anaysts etermine =hether a company is meetin1

its e@pecte 1ro=th by e@aminin1 the earnin1s that are reporte bythe company on a re1uar basis* I the company oesnt meet itse@pecte 1ro=th5 the prices o its stoc&s usuay e@perience ao=nturn*

#here are a ot o toos that are use to etermine the earnin1san the %aue o a company on the stoc& mar&et* Most o these toos

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mo%ements o the stoc& mar&et* !ecause the unamentainormation about the potentia 1ro=th o a company is not ta&eninto account5 technica anaysis is not intene or on1-termin%estments* #raes are entere an e@ite at precise times so

technica anaysts nee to spen a ot o time =atchin1 themo%ements o the stoc& mar&et* In%estors can ta&e a%anta1e oboth ups=in1s an o=ns=in1s in price by 1oin1 either on1 orshort* In the e%ent that the mar&et oesnt mo%e as e@pecte5 theosses can be imite by stop-oss orers*

$unres o stoc& patterns ha%e been e%eope o%er time*Most o these patterns rey on the basic concepts o AsupportBan Aresistance*B #he e%e =here o=n=ar prices are e@pecte

to rise rom is cae the support =hie the e%e =here theup=ar prices are e@pecte to reach beore ain1 a1ain is caethe resistance* Lnce they hit the support or the resistance e%es5the prices ten to bounce*

:&lue Added Ser'ices

'I Ser%ice ,es& or personaie 6ssistance ,eicate Line ;?uity ,eain1 ,es& Lnine ;?uity #rain1 Patorm 'I In%estment 6%isory ,es& P6 car 6ssistance Support or !an&in1 PIS 6ccount Portoio Mana1ement5 Mutua Fun5 ILP Ser%ices

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Tr&ining

6 trainin1 pro1ram can ser%e a ran1e o i%erse purposes5 anor1aniations initiate trainin1 pro1rams or many ierent reasons*Lne o the stron1est nee o trainin1 is to respon to chaen1espresente by ne= technoo1y* >ustomer 'eationship Mana1ementtrainin1 at 6n1e !ro&in1 hepe us to meet the chaen1es in current

mar&et scenario* De came to &no= about maintainin1 on1 astin1customer reationship* De =ere co%ere by Moti%ationa speeches by!oar o irectors5 Prouct an ser%ices5 'oe pays5 !rain stormin15Scrip esi1nin15 !ac& oice5 ,ierent epartments at 6n1e an the

=ay they e@ecute their tas&s5 'esearch an 6%isory5 Deathmana1ement ser%ices5 Gaue ae ser%ices an heathyiscussions 5Dhich are as oo=s in etai"

Im%ort&nce 9 Needs o! Tr&ining

ptimum tiiation of Human ,esources C #rainin1 heps inoptimiin1 the utiiation o human resource that urther heps theempoyee to achie%e the or1aniationa 1oas as =e as theirini%iua 1oas*

4eveopment of Human ,esourcesC #rainin1 heps to pro%ie an

opportunity an broa structure or the e%eopment o humanresources technica an beha%iora s&is in an or1aniation* It asoheps the empoyees in attainin1 persona 1ro=th*

4eveopment of s/is of empo!eesC #rainin1 heps in increasin1 thejob &no=e1e an s&is o empoyees at each e%e* It heps to

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e@pan the horions o human inteect an an o%era personaity othe empoyees*

Productivit!C #rainin1 heps in increasin1 the proucti%ity o theempoyees that heps the or1aniation urther to achie%e its on1-term1oa*

Team spiritC #rainin1 heps in incucatin1 the sense o team =or&5team spirit5 an inter-team coaborations* It heps in incucatin1 theea to earn =ithin the empoyees*

rganiation %utureC #rainin1 heps to e%eop an impro%e theor1aniationa heath cuture an eecti%eness* It heps in creatin1

the earnin1 cuture =ithin the or1aniation*

rganiation %imate C #rainin1 heps buiin1 the positi%eperception an eein1 about the or1aniation* #he empoyees 1etthese eein1s rom eaers5 suborinates5 an peers*

5uait!C #rainin1 heps in impro%in1 upon the ?uaity o =or& an=or&-ie*

Heath! wor/-environmentC #rainin1 heps in creatin1 the heathy

=or&in1 en%ironment* It heps to bui 1oo empoyee5 reationshipso that ini%iua 1oas ai1ns =ith or1aniationa 1oa*

Heath and *afet! C #rainin1 heps in impro%in1 the heath ansaety o the or1aniation thus pre%entin1 obsoescence*

0oraeC #rainin1 heps in impro%in1 the morae o the =or& orce*

mage C #rainin1 heps in creatin1 a better corporate ima1e*

Profitaiit! C #rainin1 eas to impro%e proitabiity an morepositi%e attitues to=ars proit orientation*

#rainin1 ais in or1aniationa e%eopment i*e* Lr1aniation1ets more eecti%e ecision ma&in1 an probem so%in1* It heps inunerstanin1 an carryin1 out or1aniationa poicies*

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#rainin1 heps in e%eopin1 eaership s&is5 moti%ation5oyaty5 better attitues5 an other aspects that successu =or&ersan mana1ers usuay ispay*

METHO"S O5 TRAINING

#he most =iey use methos o trainin1 use byor1aniations are cassiie into t=o cate1ories" Ln-the-Job #rainin1 L-the-Job #rainin1*

L-#$;-JL! #'6II/ is 1i%en at the =or& pace by superior inreati%ey short perio o time* #his type o trainin1 is cheaper esstime-consumin1* #his trainin1 can be imparte by basicay ourmethos" -

>oachin1 is earnin1 by oin1* In this5 the superior 1uies his sub-orinates 1i%es him3her job instructions* #he superior points outthe mista&es 1i%es su11estions or impro%ement*

Job 'otation" - In this metho5 the trainees mo%e rom one job toanother5 so that he3she shou be abe to perorm ierent types otas&s* ;*1* In ban&in1 inustry5 empoyees are traine or both bac&-en ront-en jobs* In case o emer1ency5 (absenteeism orresi1nation)5 any empoyee =ou be abe to perorm any type o job*

LFF #$; JL! #'6II/ is 1i%en outsie the actua =or& pace*

Eectures3>onerences"- #his approach is =e aapte to con%eyspeciic inormation5 rues5 proceures or methos* #his metho is

useu5 =here the inormation is to be share amon1 a ar1e numbero trainees* #he cost per trainee is o= in this metho*

Gieo >ips can pro%ie inormation e@picity emonstrate s&isthat are not easiy presente by other techni?ues* Motion pictures areoten use in conjunction =ith >onerence5 iscussions to cariy ampiy those points that the im emphasie*

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Simuation ;@ercise" - 6ny trainin1 acti%ity that e@picity paces thetrainee in an artiicia en%ironment that cosey mirrors actua

=or&in1 conitions can be consiere a Simuation* Simuationacti%ities incue case e@periences5 e@perientia e@ercises5 %estibuetrainin15 mana1ement 1ames roe-pay*

>ases" - present an in epth escription o a particuar probem anempoyee mi1ht encounter on the job* #he empoyee attempts to inan anaye the probem5 e%auate aternati%e courses o action ecie =hat course o action =ou be most satisactory*

;@perientia ;@ercises" - are usuay short5 structure earnin1e@periences =here ini%iuas earn by oin1* For instance5 ratherthan ta&in1 about inter-persona conicts ho= to ea =ith them5

an e@perientia e@ercise cou be use to create a conict situation=here empoyees ha%e to e@perience a conict personay =or& outits soutions*

Gestibue #rainin1" - ;mpoyees earn their jobs on the e?uipmentthey =i be usin15 but the trainin1 is conucte a=ay rom the actua

=or& oor* Dhie e@pensi%e5 Gestibue trainin1 ao=s empoyees to1et a u ee or oin1 tas& =ithout rea =or pressures*

6itionay5 it minimies the probem o transerrin1 earnin1 to thejob*

'oe Pay" - Its just i&e actin1 out a 1i%en roe as in a sta1e pay* Inthis metho o trainin15 the trainees are re?uire to enact eineroes on the basis o ora or =ritten escription o a particuarsituation*

Mana1ement /ames" - #he 1ame is e%ise on a moe o a businesssituation* #he trainees are i%ie into 1roups =ho represent themana1ement o competin1 companies* #hey ma&e ecisions just i&ethese are mae in rea-ie situations* ,ecisions mae by the 1roupsare e%auate the i&ey impications o the ecisions are e bac& tothe 1roups* #he 1ame 1oes on in se%era rouns to ta&e the timeimension into account*

In-!as&et ;@ercise" - 6so &no=n as In-tray metho o trainin1* #hetrainee is presente =ith a pac& o papers ies in a tray containin15aministrati%e probems is as&e to ta&e ecisions on these

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probems are as&e to ta&e ecisions on these =ithin a stipuatetime* #he ecisions ta&en by the trainees are compare =ith oneanother* #he trainees are pro%ie eebac& on their perormance*

RECOMMEN"ATIONS 9 CONCLUSION

o oubt #rainin1 is a %ery po=eru too or the smoothunctionin1 o the or1aniation5 but it nees to be use =ith care inorer to eri%e a the beneits* $ere are se%en recommenations or1ettin1 the best out o this too" -

4* Eearn about the nees an proiciency o each an e%ery empoyeebeore an or1aniation in%ests its eort5 time money on trainin1* Itsbetter to ientiy the nees shortcomin1s in an empoyee beoreactuay impartin1 trainin1 to him3her*

2* ;@perience s&ie trainer5 =ho possesses 1oo amount o&no=e1e unerstanin1 about the or1aniationRs objecti%es5ini%iua abiities the present en%ironment5 shou 1i%e trainin1*

7* 6cti%e participation rom the trainees shou be encoura1e* #hereshou be a t=o-=ay communication bet=een the trainer trainee*

8* Feebac& shou be ta&en rom the trainees ater the trainin1 iso%er5 so that the or1aniation comes to &no= about the eiciencies inthe trainin1 pro1ram aso su11estions to impro%e upon the same*

+* Focus o trainin1 shou be on priority e%eopment nees an toprouce stron1 moti%ation to brin1 chan1e in empoyees*

:* #he cost incurre on the trainin1 pro1ram shou not e@cee itsbeneits*

* #he metho or type o trainin1 shou be %ery cautiousy seecteby the or1aniation epenin1 upon the or1aniationsR resources anempoyeeRs ini%iua nee or trainin1*

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#hus5 trainin1 is a %ita too to cope up =ith the chan1in1 nees technoo1ies5 e%er-chan1in1 en%ironment* It beneits both theor1aniation as =e as the empoyees*

#rainin1 aopte by us at 6n1e-

De aopte a proceura trainin1 to e@ecute our 1i%en tas&s* 6proceure is a se?uence o steps that must be oo=e to accompisha tas&* #hese steps may be re?uire a certain e%e o &no=e1e orha%e menta or physica s&is associate =ith them* 6 proceure may

be inear5 that is5 pro1ress rom one step to the ne@t unti the tas& iscompete5 or a proceure may ha%e one or more ecision points=here the stuent =i ha%e to ecie =hich branch o the proceureto oo= ne@t*

For short5 simpe5 inear proceures5 the oo=in1 metho oe@panation an emonstration is recommene"

a* #he instructor emonstrates the entire proceure an e@painseach step as it is one*

b* #he instructor repeats the emonstration but has the traineee@pain =hat actions are occurrin1*

c* #he trainee emonstrates the proceure an e@pains =hat he3sheis oin1 at each step*

* #he trainee emonstrates the proceure a1ain so that theinstructor can chec& or u mastery*

#he instructor continues this Upro1ressi%e partsU approach untithe entire proceures is e@paine* It is sometimes appropriate tocombine se%era simper steps urin1 the trainin1 or aress a morecompe@ step ini%iuay beore combinin1 it =ith the entiretrainin1*

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For proceures that ha%e ecision points5 an o%er%ie= o theentire proceure is a 1oo startin1 point* 6ter that the proceureshou be bro&en up into se1ments or urther instruction* #heecision points =ithin a proceure are 1oo brea& points or these1ments* 6n instructor can ta& about the se?uence o steps prior aecision point5 or the steps bet=een ecision points* ,epenin1 upon

=hether the se1ments are simpe or compe@5 the methos outineabo%e can be use or each se1ment* #he inormation neee to ma&ethe ecisions aso nees to be co%ere at the appropriate point in theesson* For more compe@ ecision points5 it is recommene that ase1ments be e@paine an emonstrate beore iscussin1 theecision points* It is easier or a person to ma&e a more compe@ecision =hen they unerstan the steps that ma&e up the aternati%e

branches o the proceure*

#rainin1 .ner ,ierent ,epartment-

De ha%e been traine uner oo=in1 epartments-

.$Commodities

>ommoity mar&ets are mar&ets =here ra= or

primary proucts are e@chan1e* #hese ra= commoities are trae

on re1uate commoities e@chan1es5 in =hich they are bou1ht an

so in stanarie contracts*

>ommoities are easy to .nerstan an ha%e positi%ecorreation =ith Ination*

#he >ommoity mar&et are 1oba in nature 5 hence ess ris& or

manipuation* ;%ery commoity ha%e separate mar&et in Itse an hence

many such mar&et is simuate at one sin1e screen*

#he tren in one commoity not necessariy ha%e correation=ith the tren o other*

$istoricay >ommoities ha%e outperorme the Stoc& Mar&et *

,i%ersiication throu1h a ierent asset cass*

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Pro)lems !&ced &t t(e time o! tr&ining

#hou1h =e successuy e@ecute our tas&s in our trainin15 =eha to ace e= probems aso an they are-

>ient ,ata Sheet =as not upate5 most o them ha been

sho=n =ith =ron1 inormation*

Most o the cients =ere not 1i%in1 appointments an some othem i not e%en ta& on phone*

Many o the time =hen =e =ent to meet the cients =ith =homappointments =as i@e5 ater reachin1 the cients pace theysai =e are not a%aiabe an not e%en intereste*

6 bi1 probem =as transportation5 Most o the stuents are outo the state an not ha%in1 %ehice5 De ace ot many probemsto meet the cients at ierent corners o 6hmeaba*

6t an1e =hie cain1 to the customers5 it happene that =e inot ha%e suicient phone a%aiabe*

#rainin1 room =as pre-occupie by u time joine resherempoyee* De ace this probem ony 2 to 7 times*

Gariabe strate1y to e@ecute the tas&s

Dasta1e o time because o a poor time mana1ement by 6n1e

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Suggestions to Im%ro'e

#here shou be a i@e strate1y or SIP trainin1*

#eam =or& shou be there*

,ata shou be up to ate5 so that =e can sa%e the time*

Participation shou be there*

De shou utiie e%ery secon*

#he MIS Proceure o company =as not proper*

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Industr An&lsis

Industr An&lsis &t Indi&n le'el

./ Introduction

#here are t=o types o mar&et in Inia*

MONE< MAR+ET

Money mar&et is a mar&et or ebt securities that pay o in theshort term usuay ess than one year5 or e@ampe the mar&et or 90-ays treasury bis* #his mar&et encompasses the train1 an issuanceo short term non e?uity ebt instruments incuin1 treasury bis5commercia papers5 ban&ers acceptance5 certiicates o eposits5 etc*

In other =or =e can aso say that the Money Mar&et is basicayconcerne =ith the issue an train1 o securities =ith short termmaturities or ?uasi-money instruments* #he Instruments trae in themoney-mar&et are #reasury !is5 >ertiicates o ,eposits (>,s)5

>ommercia Paper (>Ps)5 !is o ;@chan1e an other such instrumentso short-term maturities (i*e* not e@ceein1 4 year =ith re1ar to theori1ina maturity)

CAPITAL MAR+ET

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>apita mar&et is a mar&et or on1-term ebt an e?uity shares* Inthis mar&et5 the capita uns comprisin1 o both e?uity an ebt areissue an trae* #his aso incues pri%ate pacement sources oebt an e?uity as =e as or1anie mar&ets i&e stoc& e@chan1es*

>apita mar&et can be i%ie into Primary an Seconary Mar&ets*

Prim&r M&rket

In the primary mar&et5 securities are oere to pubic or subscriptionor the purpose o raisin1 capita or un* Seconary mar&et is ane?uity train1 a%enue in =hich areay e@istin13pre- issue securitiesare trae amon1st in%estors* Seconary mar&et cou be eitherauction or eaer mar&et* Dhie stoc& e@chan1e is the part o anauction mar&et5 L%er-the->ounter (L#>) is a part o the eaer mar&et*

Seconary Mar&et

Seconary Mar&et reers to a mar&et =here securities are traeater bein1 initiay oere to the pubic in the primary mar&et an3oriste on the Stoc& ;@chan1e* Majority o the train1 is one in theseconary mar&et* Seconary mar&et comprises o e?uity mar&ets anthe ebt mar&ets*

For the 1enera in%estor5 the seconary mar&et pro%ies aneicient patorm or train1 o his securities* For the mana1ement othe company5 Seconary e?uity mar&ets ser%e as a monitorin1 ancontro conuitZby aciitatin1 %aue-enhancin1 contro acti%ities5enabin1 impementation o incenti%e-base mana1ement contracts5an a11re1atin1 inormation (%ia price isco%ery) that 1uiesmana1ement ecisions*

"i!!erence )etween t(e %rim&r m&rket &nd t(e second&rm&rket

In the primary mar&et5 securities are oere to pubic or subscriptionor the purpose o raisin1 capita or un* Seconary mar&et is ane?uity train1 a%enue in =hich areay e@istin13pre- issue securities

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are trae amon1st in%estors* Seconary mar&et cou be eitherauction or eaer mar&et* Dhie stoc& e@chan1e is the part o anauction mar&et5 L%er-the->ounter (L#>) is a part o the eaer mar&et*

Main inancia proucts3instruments eat in the seconarymar&et

;?uity" #he o=nership interest in a company o hoers o itscommon an preerre stoc&* #he %arious &ins o e?uity sharesare as oo=s C

;?uity Shares"

6n e?uity share5 commony reerre to as orinary share asorepresents the orm o ractiona o=nership in =hich asharehoer5 as a ractiona o=ner5 unerta&es the ma@imum

entrepreneuria ris& associate =ith a business %enture* #hehoers o such shares are members o the company an ha%e

%otin1 ri1hts* 6 company may issue such shares =ithierentia ri1hts as to %otin15 payment o i%ien5 etc*

'i1hts Issue3 'i1hts Shares" #he issue o ne= securities toe@istin1 sharehoers at a ratio to those areay he*

!onus Shares" Shares issue by the companies to their

sharehoers ree o cost by capitaiation o accumuatereser%es rom the proits earne in the earier years*

Preerre Stoc&3 Preerence shares" L=ners o these &in oshares are entite to a i@e i%ien or i%ien cacuate ata i@e rate to be pai re1uary beore i%ien can be pai inrespect o e?uity share* #hey aso enjoy priority o%er the e?uitysharehoers in payment o surpus* !ut in the e%ent oi?uiation5 their caims ran& beo= the caims o the companyscreitors5 bonhoers 3 ebenture hoers*

>umuati%e Preerence Shares" 6 type o preerence shares on=hich i%ien accumuates i remains unpai* 6 arrears opreerence i%ien ha%e to be pai out beore payin1 i%ienon e?uity shares*

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>umuati%e >on%ertibe Preerence Shares" 6 type o preerenceshares =here the i%ien payabe on the same accumuates5 inot pai* 6ter a speciie ate5 these shares =i be con%erteinto e?uity capita o the company*

Participatin1 Preerence Share" #he ri1ht o certain preerencesharehoers to participate in proits ater a speciie i@ei%ien contracte or is pai* Participation ri1ht is in&e

=ith the ?uantum o i%ien pai on the e?uity shares o%eran abo%e a particuar speciie e%e*

Security 'eceipts" Security receipt means a receipt or othersecurity5 issue by a securitisation company or reconstructioncompany to any ?uaiie institutiona buyer pursuant to a

scheme5 e%iencin1 the purchase or ac?uisition by the hoerthereo5 o an uni%ie ri1ht5 tite or interest in the inanciaasset in%o%e in securitisation*

/o%ernment securities (/-Secs)" #hese are so%erei1n (creitris&-ree) coupon bearin1 instruments =hich are issue by the'eser%e !an& o Inia on beha o /o%ernment o Inia5 in ieuo the >entra /o%ernmentRs mar&et borro=in1 pro1ramme*#hese securities ha%e a i@e coupon that is pai on speciicates on ha-yeary basis* #hese securities are a%aiabe in =ieran1e o maturity ates5 rom short ate (ess than one year) toon1 ate (upto t=enty years)*

,ebentures" !ons issue by a company bearin1 a i@e rate ointerest usuay payabe ha yeary on speciic ates anprincipa amount repayabe on particuar ate on reemption othe ebentures* ,ebentures are normay secure3 char1ea1ainst the asset o the company in a%our o ebenture hoer*

!on" 6 ne1otiabe certiicate e%iencin1 inebteness* It isnormay unsecure* 6 ebt security is 1eneray issue by acompany5 municipaity or 1o%ernment a1ency* 6 bon in%estorens money to the issuer an in e@chan1e5 the issuer promisesto repay the oan amount on a speciie maturity ate* #heissuer usuay pays the bon hoer perioic interest payments

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o%er the ie o the oan* #he %arious types o !ons are asoo=s-

Wero >oupon !on" !on issue at a iscount an repai at a

ace %aue* o perioic interest is pai* #he ierence bet=eenthe issue price an reemption price represents the return tothe hoer* #he buyer o these bons recei%es ony one payment5at the maturity o the bon*

>on%ertibe !on" 6 bon 1i%in1 the in%estor the option tocon%ert the bon into e?uity at a i@e con%ersion price*

>ommercia Paper" 6 short term promise to repay a i@eamount that is pace on the mar&et either irecty or throu1h a

speciaie intermeiary* It is usuay issue by companies =itha hi1h creit stanin1 in the orm o a promissory notereeemabe at par to the hoer on maturity an thereore5oesnt re?uire any 1uarantee* >ommercia paper is a moneymar&et instrument issue normay or a tenure o 90 ays*

#reasury !is" Short-term (up to 94 ays) bearer iscount securityissue by the /o%ernment as a means o inancin1 its cashre?uirements*

2* S;!I

Security ;@chan1e !oar o Inia

S;!I Its 'oe In Seconary Mar&et

#he S;!I is the re1uatory authority estabishe uner Section 7 oS;!I 6ct 4992 to protect the interests o the in%estors in securities an

to promote the e%eopment o5 an to re1uate5 the securities mar&etan or matters connecte there=ith an incienta thereto*

Securities an ;@chan1e !oar o Inia constitute uner the'esoution o the /o%ernment o Inia in the ,epartment o ;conomic

6airs o*4 (88)S;3:5 ate the 42th ay o 6pri5 49N

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#he !oar sha consist o the oo=in1 members5 namey"-

4* 6 >hairman2* #=o members rom amon1st the oicias o the Ministry o the

>entra /o%ernment eain1 =ith Finance (an aministration othe >ompanies 6ct5 49+:N) 2 o 4978

7* Lne member rom amon1st the oicias o [the 'eser%e !an&

8* Fi%e other members o =hom at east three sha be the =hoe-timemembers

2OM2A< STOC+ E;CHANGEO5 IN"IA LIMITE"

!ombay Stoc& ;@chan1e Eimite is the oest stoc& e@chan1e in6sia =ith a rich herita1e* Popuary &no=n as U!S;U5 it =as estabisheas U#he ati%e Share Stoc& !ro&ers 6ssociationU in 4+* It is theirst stoc& e@chan1e in the country to obtain permanent reco1nition in

49+: rom the /o%ernment o Inia uner the Securities >ontracts('e1uation) 6ct5 49+:*

#he ;@chan1eRs pi%ota an pre-eminent roe in thee%eopment o the Inian capita mar&et is =iey reco1nie an itsine@5 *'6*'75 is trac&e =or=ie* ;arier an 6ssociation oPersons (6LP)5 the ;@chan1e is no= a emutuaise an corporati%eentity incorporate uner the pro%isions o the >ompanies 6ct5 49+:5pursuant to the !S; (>orporatiation an ,emutuaiation) Scheme5200+ notiie by the Securities an ;@chan1e !oar o Inia (S;!I)*

Dith emutuaiation5 the train1 ri1hts an o=nership ri1htsha%e been e-in&e eecti%ey aressin1 concerns re1arin1percei%e an rea conicts o interest* #he ;@chan1e is proessionaymana1e uner the o%era irection o the !oar o ,irectors*

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#he !oar comprises eminent proessionas5 representati%es o#rain1 Members an the Mana1in1 ,irector o the ;@chan1e* #he!oar is incusi%e an is esi1ne to beneit rom the participation omar&et intermeiaries*

In terms o or1aniation structure5 the !oar ormuates ar1erpoicy issues an e@ercises o%er-a contro* #he committees constitute

by the !oar are broa-base* #he ay-to-ay operations o the;@chan1e are mana1e by the Mana1in1 ,irector an a mana1ementteam o proessionas*

#he ;@chan1e has a nation-=ie reach =ith a presence in 84cities an to=ns o Inia* #he systems an processes o the ;@chan1eare esi1ne to sae1uar mar&et inte1rity an enhance transparency

in operations* ,urin1 the year 2008-200+5 the train1 %oumes on the;@chan1e sho=e robust 1ro=th*

#he ;@chan1e pro%ies an eicient an transparent mar&et ortrain1 in e?uity5 ebt instruments an eri%ati%es* #he !S;Rs Ln Eine#rain1 System (!LE#) is a proprietary system o the ;@chan1e an is!S 99-2-2002 certiie* #he sur%eiance an cearin1 settementunctions o the ;@chan1e are ISL 9004"2000 certiie*

!ombay Stoc& ;@chan1e Eimite (!S;) =hich =as oune in

4+ =ith si@ bro&ers has no= 1ro=n into a 1iant institution =ith o%er8 re1istere !ro&er-Members sprea o%er 70 cities across thecountry* #oay5 !S;Rs Die 6rea et=or& (D6) connectin1 o%er000 !S; Lnine #rain1 (!LE#) System #raer Dor& Stations(#DS) is one o the ar1est o its &in in the country*

Dith a %ie= to pro%ie eicient an inte1rate ser%ices to thein%estin1 pubic throu1h the members an their associates in theoperations pertainin1 to the ;@chan1e5 !ombay Stoc& ;@chan1eEimite (!S;) has set up a uni?ue Member Ser%ices an ,e%eopment

to atten to the probems o the !ro&er-Members*

Member Ser%ices an ,e%eopment ,epartment is the sin1epoint interace or interactin1 =ith the ;@chan1e 6ministration toaress to MembersR issues* #he ,epartment ta&es care o %ariousprobems an constraints ace by the Members in %arious prouctssuch as >ash5 ,eri%ati%es5 Internet #rain15 an Processes such as

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In 49775 urin1 the /reat ,epression5 the >ommoity;@chan1e5 Inc*5 =as estabishe in e= Tor& throu1h the mer1er oour sma e@chan1es C the ationa Meta ;@chan1e5 the 'ubber;@chan1e o e= Tor&5 the ationa 'a= Si& ;@chan1e5 an the e=

Tor& $ie ;@chan1e*

#he major commoity mar&ets are in the .nite Hin1om anin the .S6* In Inia there are 2+ reco1nie uture e@chan1es5 o

=hich there are three nationa e%e muti-commoity e@chan1es*6ter a 1ap o amost three ecaes5 /o%ernment o Inia has ao=eor=ar transactions in commoities throu1h Lnine >ommoity;@chan1es5 a moiication o traitiona business &no=n as 6hatan Gaya Gyapar to aciitate better ris& co%era1e an ei%ery ocommoities*

T(e t(ree e,c(&nges &re#

4* ationa >ommoity ,eri%ati%es ;@chan1e Eimite (>,;Q)2* Muti >ommoity ;@chan1e o Inia Eimite (M>Q)7* ationa Muti->ommoity ;@chan1e o Inia Eimite (M>;IE)

6 the e@chan1es ha%e been set up uner o%era contro o

For=ar Mar&et >ommission (FM>) o /o%ernment o Inia*

./ N&tion&l Commodit 9 "eri'&ti'es E,c(&nge Limited7NC"E;8

ationa >ommoity ,eri%ati%es ;@chan1e Eimite (>,;Q)ocate in Mumbai is a pubic imite company incorporate on 6pri275 2007 uner the >ompanies 6ct5 49+: an ha commence itsoperations on ,ecember 4+5 2007*#his is the ony commoity e@chan1ein the country promote by nationa e%e institutions*

It is promote by I>I>I !an& Eimite5 Eie Insurance>orporation o Inia (EI>)5 ationa !an& or 61ricuture an 'ura,e%eopment (6!6',) an ationa Stoc& ;@chan1e o IniaEimite (S;)*

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It is a proessionay mana1e onine muti commoitye@chan1e* >,;Q is re1uate by For=ar Mar&et >ommission an issubjecte to %arious a=s o the an i&e the >ompanies 6ct5 Stamp

6ct5 >ontracts 6ct5 For=ar >ommission ('e1uation) 6ct an %ariousother e1isations*

0/ Multi Commodit E,c(&nge o! Indi& Limited7MC;8

$ea?uartere in Mumbai Muti >ommoity ;@chan1e o IniaEimite (M>Q)5 is an inepenent an e-mutuise e@chan1e =ith apermanent reco1nition rom /o%ernment o Inia* Hey sharehoerso M>Q are Financia #echnoo1ies (Inia) Et*5 State !an& o Inia5.nion !an& o Inia5 >orporation !an&5 !an& o Inia an >anara!an&* M>Q aciitates onine train15 cearin1 an settement

operations or commoity utures mar&ets across the country*

M>Q starte oerin1 trae in o%ember 2007 an has buitstrate1ic aiances =ith !ombay !uion 6ssociation5 !ombay Meta;@chan1e5 So%ent ;@tractors 6ssociation o Inia5 Puses Importers

6ssociation an Shet&ari San1hatana*

=/ N&tion&l Multi$Commodit E,c(&nge o! Indi& Limited7NMCEIL8

ationa Muti >ommoity ;@chan1e o Inia Eimite(M>;IE) is the irst e-mutuae5 ;ectronic Muti->ommoity;@chan1e in Inia* Ln 2+th Juy5 20045 it =as 1rante appro%a by the/o%ernment to or1anie train1 in the eibe oi compe@*

It has operationaise rom o%ember 2:5 2002* It is bein1supporte by >entra Darehousin1 >orporation Et*5 /ujarat State

61ricutura Mar&etin1 !oar an eptune L%erseas Eimite* It 1otits reco1nition in Lctober 2000*

>ommoity e@chan1e in Inia pays an important roe =herethe prices o any commoity are not i@e5 in an or1anie =ay*;arier ony the buyer o prouce an its seer in the mar&et ju1eupon the prices* Lthers ne%er ha a say*

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interest* #his has hepe S; to a11ressi%ey pursue poicies anpractices =ithin a pubic interest rame=or&*

S;Rs nation=ie5 automate train1 system has hepe inshitin1 the train1 patorm rom the train1 ha in the premises othe e@chan1e to the computer terminas at the premises o the train1members ocate at ierent 1eo1raphica ocations in the countryan subse?uenty to the persona computers in the homes o in%estorsan e%en to han he portabe e%ices or the mobie in%estors* Ithas been encoura1in1 corporation o membership in securitiesmar&et*

It has aso pro%e to be instrumenta in usherin1 in scrip esstrain1 an pro%iin1 settement 1uarantee or a traes e@ecute on

the ;@chan1e* Settement ris&s ha%e aso been eiminate =ith S;Rsinno%ati%e enea%ors in the area o cearin1 an settement %i*5estabishment o the cearin1 corporation (S>>E)5 settin1 up asettement 1uarantee un (S/F)5 reuction o settement cyce5impementin1 on-ine5 rea-time ris& mana1ement systems5emateriaiation an eectronic transer o securities to name e= othem*

6s a conse?uence5 the mar&et toay uses state-o-the-artinormation technoo1y to pro%ie an eicient an transparent

train15 cearin1 an settement mechanism* In orer to ta&e care oin%estors interest5 it has aso create an in%estors protection un(IPF)5 that =ou hep in%estors =ho ha%e incurre inancia oss ueto eaut o bro&ers*

Owners(i% &nd M&n&gement t(e NSE

#he ay-to-ay mana1ement o the ;@chan1e is ee1ate to theMana1in1 ,irector an >;L =ho is supporte by a team oproessiona sta* #hereore5 thou1h the roe o train1 members at

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S; is to the e@tent o pro%iin1 ony train1 ser%ices to thein%estors5 the ;@chan1e in%o%es train1 members in the process oconsutation an participation in %ita inputs to=ars ecisionma&in1*

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M&rket Segments &nd Products

S; pro%ies an eectronic train1 patorm or o a types osecurities or in%estors uner one roo - ;?uity5 >orporate ,ebt5>entra an State /o%ernment Securities5 #-!is5 >ommercia Paper5

>ertiicate o ,eposits (>,s)5 Darrants5 Mutua Funs unit

164625586 Customer Relationship Management Project Report

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Transcript of 164625586 Customer Relationship Management Project Report