Customer Relationship Management

ADVENT INSTITUTE OF MANAGEMENT SCIENCE

AND TECHNOLOGY (UG) UDAIPUR

PROJECT REPORT ON

ldquoCUSTOMER RELATIONSHIP MANAGEMENT IN

KOTAK SECURITIES LTDrdquo

BACHELOR OF MANAGEMENT STUDIES(2008-2012)

SEMESTER- IV

PROJECT GUIDE SUBMITTED BY

Miss Ankita Lakhani Mem Mahendra Singh Rajput

(Assistant Professor)

ACKNOWLEDGEMENT

The last few days have been full of learning and sense of contribution towards the

organization I would like to thank Advent Institute of Management Science and

Technology for giving me an opportunity of learning and contributing through this project

I would like to thanks all the people who knowingly and unknowingly supported me in the

Endeavour

It is said the most important single word is ldquoWErdquo and the zero important single word is

ldquoIrdquo This true even in todayrsquos modern era It is absolutely impossible for a single individual

to complete the assigned job without help and assistance from others

It is my greatest pleasure to acknowledge sincere gratitude towards MR Rajan

Baya(Manager ) Kotak Securities ltd Udaipur for the Completion of the project work

I would also like to acknowledge to my sincere gratitude to our Principal Mrs Amita

Singhvi Mem and my project guide Miss Ankita Lakhani Mem for helping me in this project

work

I am thankful to all of my friends and batch mates for their help in completing this project

work Finally I am thankful to my entire family members for their great support

and encouragement

Mahendra Singh Rajput

BMS-IV SEMESTER

Executive Summary

This project has been a great experience for me and at the same time it gave me

enough scope to implement my analytical ability Stock Broking leading industry

which is my concern industry around which my project has to be revolved is really a

very complex industry The growth of any company whether it is working in stock

market or retail sector desire to capture a large share of the existing and future

market They need to create relationship with customer and maintain it for lifetime is

the success tools This project report on ldquocustomer relationship management at Kotak

Securities ltdrdquo is based on understanding customer relationship management that is

taking place at Kotak securities ltd Kotak being the market leader in PMS which is

having corpus 3200 crore out of 6200 crore total market corpus Kotak securities

limited are a subsidiary of Kotak Mahindra Bank Limited is one of largest private

brokerage and distribution house Set up in 1994 by Mr Uday Kotak Kotak securities

have 25 equity participation from Goldman Sachs Kotak securities have been the

largest in IPO distribution and were ranked no1 in the year 2003-2004 as book

running lead managers in I POrsquos by prime database The biggest management

challenge in the new millennium of liberalization and globalization for a business is to

serve and maintain good relationship with the king ndash the customer The objective of

the project ldquocustomer relationship management at Kotak Securities ltdrdquo was to find

out the strategies required for good customer relationship how to achieve customer

how we can handle customer problem how we can build customer loyalty how we

can increase customer satisfaction How we can reduce customers defection How we

can attract customer Such knowledge will assist managers to better understand and

segment their Markets and design appropriate marketing communication strategies

Table of Contents

S No

Index Page No

1 Chapter one

11 Evolution of CRM

12 In the beginning

13 Advances in the 1990rsquos

14 Introduction to CRM

1 5 Customer Relationship Management Techniques

16 Why- Customer Relationship Management

17 How to introduce CRM in the company

2 Chapter two

21 Industry Overview

Industry Profile

Industry Evolution

Salient Features of the Industry in India

Recent Trends

Performance Growth Scenario

Top five companies of the industry

22 COMPANY OVERVIEW

221 Overview of the organization

Brief history

Nature of the organization

Business volume

Number of employees

Product lines

Main office amp Branch Offices

Organizational Structure

3 Chapter three

31 Project Profile

4 Chapter four

40 Research Methodology

41 Research Design

42 Sampling Plan

43 Collection of Data

44 Data collection

45 Limitations

46 Questionnaire Design

5 Chapter Five

51 Data Analysis and Interpretations

52 Observation

53 Findings

54 Recommendation

55 Conclusion

56 Learning Outcome

7 Reference and Bibliography

8 Annexure

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990rsquos with the promise of forever changing the way businesses small and large interacted with their customer bases In the short term however it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them In the last several years however newer software systems and advanced tracking features have vastly improved CRM capabilities and the real promise of CRM is becoming a reality As the price of newer more customizable Internet solutions have hit the market place competition has driven the prices down so that even relatively small businesses are reaping the benefits of some custom CRM programs

12 In the beginninghellip

The 1980rsquos saw the emergence of database marketing which was simply a catch phrase to define the practice of setting up customer service groups to speak individually to all of a companyrsquos customers In the case of larger key client sit was a valuable tool for keeping the lines of communication open and tailoring service to the clients needs In the case of smaller clients however it tended to provide repetitive survey-like information that cluttered databases and didnrsquot provide much insight As companies began tracking database information they realized that the bare bones were all that was needed in most cases what they buy regularly what they spend what they do

In the 1990rsquos companies began to improve on Customer Relationship Management by making it more of a two-way street Instead of simply gathering data for their own use they began giving back to their customers not only in terms of the obvious goal of improved customer service but in incentives gifts and other perks for customer loyalty This was the beginning of the now familiar frequent flyer programs bonus points on credit cards and a host of other resources that are based on CRM tracking of customer activity and spending patterns CRM was now being used as a way to increase sales passively as well as through active improvement of customer service 1

1 Source- httpwwwcrm-software-guidecomhistory-of-crmhtm

14 Customer Relationship Management Introduction

The biggest management challenge in the new millennium of liberalization and globalization for a business is to serve and maintain good relationship with the king ndash the customer In the past producers took their customers for granted because at that time the customers were not demanding nor had alternative source of supply or suppliers But today there is a radical transformation The changing business environment is characterized by economic liberalization increasing competition high consumer choice demanding customer more emphasis on quality and value of purchase etc2

A CRM is a collection of people processes software and internet capabilities that helps an enterprise manage customer relationship effectively and systematically The goal of CRM is to understand and anticipate the needs of current and potential customer to increase customer retention and loyalty while optimizing the way product and services are sold

CRM stands for Customer Relationship Management It is a strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them After all good customer relationships are at the heart of business success There are many technological components to CRM but thinking about CRM in primarily technological terms is a mistake The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers sales marketing effectiveness responsiveness and market trends3

The objective is to capture data about every contact a company a company has with a customer through every channel and store it in the CRM system to enable the company to truly understand customer action CRM software helps an organization build a database about its customer that management sales people customer service provider and even customer can access information to access customer needs with product and offering

All these changes have made todayrsquos producer shift from traditional marketing to modern marketing Modern marketing calls for more than developing a product pricing it promoting it and making it accessible to target customer It demands building trust a binding force and value added relationship with the customers

15 Customer Relationship Management CRM Techniques

The CRM is a new technique in marketing where the marketer tries to develop long-term relationship with the customers to develop them as lifetime customers CRM aims to make the customer climb up the ladder of loyalty

2 Source-httpwwwezinarticlescomEmerging-Trends-In-Customer-Relationship-Managementampid=10926073 Source-httpwwwscribddocumentswordpresscom20090917crm-project-report

The company first tries to determine that who are likely prospects ie the people who have a strong potential interest in the product and ability to pay for it The company hopes to convert many of its qualified prospect into first time customers and then to convert those first time customers into repeat customers Then the company tries to convert these repeat customers into clients ndash they are those people who buy only from the company in the relevant product categories The next challenge for the company is to convert this client into advocates Advocates are those clients who praise the company and encourage others to buy from it

The ultimate challenge is to convert these advocates into partners where the customers and the clients work actively together to discover ways of getting mutual benefit

Thus in CRM the key performance figure is not just current market share but share of lifetime value by converting customers into partners

In CRM the company tries to identify that small percentage (20) of key account holders whose contribution to the company revenues is high (80) So from this point of view CRM is also known as KEY ACCOUNT MANAGEMENT

16 Why ndash Customer Relationship Management

Satisfied customers in 10 years will bring100 more customers to the company It costs 7 times more to attract a new customer than to serve an old one 20 of the companyrsquos loyal customers account for 80 of its revenues (Paretorsquosprinciple) The chances of selling to an existing customer are 1 in 2 the chances of selling to a new customer are 1 in 16

Eight ways to keep customers for life

1 Every part of the companyrsquos marketing effort should be geared towards building lifetime relationships

2 People want to do business with friendly people To have effective relations a friendly attitude must permeate in the organization

3 Information technology developments should be positively used to serve the customers

4 The company should always be flexible to bend its rules and procedures in the clientrsquos favor

5 The company should communicate with its customers even when it is not trying to sell something

6 The company can communicate and develop stronger customer bonding by providing financial and social benefits

7 The company should try to know all its customers including their lifestyles hobbies likes or dislikes etc

8 The company should make it a point to deliver more than what is promised

There are four key steps for putting one tone marketing program to work ndash

Step 1 Identify your customers

To launch a one to one initiative the company must be able to locate and contact a fair

number of customers or at least a substantial portion of its valuable customers It is

crucial to know the customer details as much as possible not just their names or

address but their habits preferences and so forth

Step 2 Differentiating your customers

Customers are different in two principal ways they represent different levels of value

and have different needs Once the company identifies its customers differentiating

them will help the company to focus its efforts to gain the most advantage with the

most valuable customers

Step 3 Interacting with the customer

Interaction is also a crucial component of successful CRM initiative It is important to

remember that interaction just not occur through marketing and sales channels

customer interact in many different ways with many different areas of the organization

so to foster relationship all the areas of the organization must be accessible to the

customer

Step 4 Customize your enterprisersquos behavior

Ultimately to lock a customer into a relationship a company must adapt some aspect

of its behavior to meet customerrsquos individually expressed needs this might mean mass

customizing a manufactured product or it might involve tailoring some aspect of the

service surrounding the product

Chapter2

INDUSTRY OVERVIEW amp COMPANY OVERVIEW

211 Industry Profile

A stockbroker is nothing but a registered and qualified working professional who buys

stocks and derivatives for other people The stockbroker thus performs all the

transactions for people on the stock exchange The stockbroker maintains information of

the people for whom he is buying or selling stocks This information includes name

address PAN no and other relevant information No transaction can take place in the

stock market with out a stockbroker

The stockbroker cannot give inputs advice to people buying or selling stocks unless he is

registered with the Securities and exchange board of India as a portfolio manager The

stockbroker takes a certain brokerage for the transactions he does for his clients on the

stock exchange The brokers are expected to issue contract notes to the clients after a

particular transaction has been done They are also expected to issue periodic reports to

their clients with respect to the transactions that have been done by them in that periodic

interval If you are looking to become a portfolio manager then there is a different policy

and procedure that you need to follow for it

Stockbrokers can be individual stockbrokers or form a company or an organization there

by making a brokerage All brokerages have to pay a certain sales tax for the transactions

that are done with the brokerage by other clients wither through selling or buying a

certain stock Thus any person who wants to buy or sell any stock with a particular stock

exchange has to do that with a particular stockbroker affiliated with that stock exchange4

Securities Markets is a place where buyers and sellers of securities can enter into

transactions to purchase and sell shares bonds debentures etc

Further it performs an important role of enabling corporate entrepreneurs to raise

resources for their companies and business ventures through public issues Transfer of

resources from those having idle resources (investors) to others who have a need for

them (corporate) is most efficiently achieved through the securities market Stated

4 Source- httpwwwstockbrokingcoinwhat-is-stockbrokinghtml

formally securities markets provide channels for reallocation of savings to investments

and entrepreneurship Savings are linked to investments by a variety of intermediaries

through a range of financial products called lsquoSecuritiesrsquo5

The Securities Contract (Regulation) Act 1956 [SCRA] defines lsquoStock Exchangersquo as any

body of individuals whether incorporated or not constituted for the purpose of assisting

regulating or controlling the business of buying selling or dealing in securities Stock

exchange could be a regional stock exchange whose area of operationjurisdiction is

specified at the time of its recognition or national exchanges which are permitted to have

nationwide trading since inception NSE was incorporated as a national stock exchange6

222 Industry Evolution

The history of stockbrokers can be traced back to the origins of the first stock exchange in

1602 at Amsterdam Even before that brokers are said to have existed in France dealing

with government securities The Amsterdam Stock Exchange was involved in buying and

selling of shares for the Dutch East India Company However the first real stock exchange

came up in Philadelphia in the United States during the late 18th century Later it was the

New York stock exchange which saw a rise in its popularity Wall Street as it was called

became the hub of brokerage activities Earlier stockbrokers were largely unorganized

but later most of them joined hands to form institutes and organizations Until the 1980rsquos

stock broking services were used only by the wealthy class who could afford them Later

with the advent of the Internet stock broking became very easy Thus the price tag on

stockbrokers lowered considerably and their services became available even to the

common man The stock broking duties are now mostly taken up by major organizations

with the smaller companies being absorbed by them In India too with increasing

globalization the major corporations are penetrating deeper into the society7

A Stockbroker is nothing but a person who buys and sells securities from the stock market

on behalf of other investors Stock broking began in the United States of America

Philadelphia was the first city in America to have a stock exchange After which New York

became the heart of all stock transactions and Wall Street became synonymous with

investing and trading

5 Source-httpwwwgascicomfaqhtm6 Source-httpwwwaumassociatecoinsharebazaraspx7 Source-httpwwwindiacomcomyellowpagecategory-gyanarticlesStock-BrokersStock-Broker-Introductionasp

Since the early part of the 1980s stock broking was allowed in America In addition in the

late part of 1990s stock broking went online and now there are several online stock

brokerages on the internet and hence online transactions happen in a jiffy these days A

stockbroker may also be a financial advisor or an investment consultant these days but in

India you need to be registered with the Securities and exchange board of India in order

to act as a financial advisor As the name suggests a stockbroker mainly deals in stocks

that is the shares of a company Other professionals such as foreign exchange brokers

deal with currencies where as commodity brokers deal with commodities

All stock market transactions that is buying or selling of shares have to take place through

a broker or a brokerage Even if you make online transactions you need to do it through

an online stockbroker For performing the transaction online stockbrokers charge a small

brokerage fee or commission fee for the transactions that they do for other companies or

retail investors The brokerages that a stockbroker may charge are different for various

brokerages as they might have a different business model for the same8

The history of stock broking in the United States parallels the growth of the nations

economy since colonial times The industry has tended to be cyclical in nature and has

survived several downturns including a major economic depression in the 1930s

Government regulations have been introduced at times in an effort to place controls on

what were viewed as harmful trading practices

Origin

The first stock brokerage house in the United States started in Philadelphia in 1800 While

the practice had been around since the early 1700s the Philadelphia Stock Exchange was

the first organized body that brought brokers together and served to codify the rules and

regulations under which business had been conducted The profession continued to

expand with the growth of corporations and the dawning of the Industrial Revolution

Crash

The first major negative event in the industry occurred when the stock market crashed in

1929 which was followed by the Great Depression The result of the crash was due to

8 Source- httpwwwstockbrokingcoinorigin-of-stockbrokinghtml

investors who had borrowed heavily to purchase stocks and began to realize that they

were hugely overvalued and attempted to sell them off resulting in a panic

Securities Act

In an effort to prevent the recurrence of the 1929 crash the Securities Act was

implemented in 1933 as a way to regulate the industry Eventually the stock market

began to rebound and continued a general pattern of steady growth over the next several

decades

Change

In the early 1970s the growth of technology led to reforms in the United States that

helped to reopen the markets to more liberalized trading In the late 1980s another crash

in the market occurred due to the dropping of prices of stock index futures Much like the

Great Depression this led to a mass selling of these securities causing the stock market to

plummet

Rebound

Stock broking again saw a boom as tighter regulations were put in place following the

1987 crash The markets reached new heights in the late 1990s The terrorist attacks of

September 11 2001 slowed the pattern of growth

Another Crash

In 2008 the largest single-day drop since 1987 occurred as the market lost $12 trillion of

its value on September 29 The drop occurred because of several factors including the

collapse of the mortgage industry and a worsening credit crisis The market has

rebounded only slightly as of mid-20099

223 Salient Features of the Industry in India

On the basis of geographical concentration the west region has the maximum

representation of 52 around 24 firms are located in the North 13 in the South and

10 in the East

9 Source-httpwwweHowcommabout_5208105_history-stockbrokinghtml

3 firms are started broking operations before 1950 65 between 1950-1995 and

32 Post1995

On the basis of terminals 40 are located at Mumbai 12 in Delhi 8 in

Ahmadabad 7 in Kolkata 4 in Chennai and 29 are from other cities

From the study we find that almost 36 firms trade in cash derivatives and

commodities

In the cash market around 34 firms trade at NSE 14 at BSE and 52 trade at

both exchanges In the derivative segment 48 trade at NSE 7 at BSE and 45 at both

whereas in the debt market 31 trade at NSE 26 at BSE and 43 at both Exchanges

Majority of branches are located in the North ie around 40 West has 31 24

are located in South and 5 in East

In terms of Sub brokers around 55 are located in the South 29 in West 11 in

North and 4 in East

Trading IPOs and Mutual funds are the top three products offered with 90 firms

offering trading 67 IPOs and 53 firms offering mutual fund transactions

In terms of various areas of growth 84 firms have expressed interest in

expanding their institutional clients 6 firms intend to increase FII clients and 43 are

interested in setting up JV in India and abroad

In terms of IT penetration 62 firms have provided their website and around 94

firms have E-mail facility10

224 Recent Trends

Equity brokerage industry in India is experiencing rapid growth and diversity Following

the wide range of stock market reforms in the early 2000rsquos brokerage industry underwent

major transformations from being engaged in only brokerage business to offering a wide

range of financial services A modern broking house in India may well be a corporate

entity that offers a wide range of products relies on research for advice uses modern

technology has large distribution network connecting the country provides investor

education and awareness and is compliance focused These developments have resulted

in a huge spurt in business as also growing market share of the large sized brokerage

houses that led to surge in enterprise value thus becoming objects of interest for global

investing In the recent period global and domestic private equity firms have taken stake

10 Source- httpwwwdnbcoinequitybrokingindustry20insightsasp

in brokerage firms such as Anand Rathi (Citigroup) Edelweiss (Lehman Brothers) Geojit

(BNP Paribas) SMC (Millennium India) Motilal Oswal (New Vernon) Marwari Shares

(India Capital Growth Fund) J R G Securities (Barings Pvt Equity) and Network Broking

(Amas Bank of Hindujas) India Infoline (Orient Global) etc Initial Public Offerings of large

firms in2007 such as Motilal Oswal Edelweiss and Religare received huge response from

the markets (over subscription going more than 100) and also high premiums Large

issues of these brokerage firms debuted in the stock exchange with premiums ranging

from 20 to 75 With the stock market momentum likely to continue broking firms

could look forward to scaling up their resource mobilization to fund growing operations

and expansion Brokerages mopping up huge resources from the market are not unusual

even in the emerging markets For instance Citic Securities a Chinese securities firm is

reported to have raised US $ 33 bn last year and other firms such as Haitong and Gold

state are planning to come out with IPOs of US $ 4-5 bn in 2008

In India about 45 equity brokerage houses are at present listed on the stock exchanges

that together reported Rs 35 bn of equity total income of Rs 47 bn and net profit of Rs 3

bn for the second quarter of FY08

Prospects and Outlook

Indian broking houses could look forward to a period of growth and consolidation Indiarsquos

economic growth and deepening of the financial system will present the broking firms

with numerous opportunities for growth and expansion Integration of the financial

markets will enhance the scope of their business and scalability Access to public equity

markets will enable them to raise resources to fund expansion and growths as pursue

useful business acquisitions Growing international investor interest in India will add

newer opportunities to scale up the business as also harmonsing with global standard and

practices Introduction of new products such as mini contracts in the derivatives and other

futures and options products will add new opportunities for creating new business

segments

While opportunities abound there is a great need for reform and restructuring of the

equity broking industry There are about 9000 brokers registered with SEBI but 80

percent of the turnover in NSE and BSE is accounted for by about 100 brokers

Consolidation thus becomes relevant to forge a stronger industry Similarly capital levels

too need to be strengthened The 45 odd listed broking firms in India together have a

meager Rs 35 bn of capital which is far less than what one top broking firm in China

could raise from the capital markets Better performance and practices will enable broking

firms to increase capital levels that will be essential for funding expansion

Investor education and awareness is another aspect broking industry should promote in

the long-term interest of the market As the product mix and risk matrix in financial

markets are continuously changing it becomes imperative for the intermediaries to

educate and create awareness in the clients that would be mutually beneficial Better

understanding of the financial products and associated risks by the investors will be in the

interest of the growth and stability of the markets

The Indian broking industry is coming of age It has enormous opportunities for growth

and diversity As markets expand and get globalised these firms will have increased

opportunity to cater to a large and diverse range of clientele with a wide mix of products

and services Expanding markets offer enhanced opportunities Those who are well

prepared will be in a better position to garner the benefits11

225 Performance Growth Scenario

Some of the major recent developments in the global securities markets have been

summarized below

Equalization

Equity markets have expanded significantly in a large number of countries across the

world The market capitalization of the worldrsquos leading stock exchanges rose from about

USD11 trillion in 1991 to USD35 trillion in 1999 to about USD51 trillion in 2006 The

growth of market capitalization is evident across regions Market capitalization in Asia

nearly doubled from USD68 trillion in 1999 to USD118 trillion in2006 where as in

America it grew from USD179 trillion to USD226 trillion and in EuropeAfricaMiddle

East it rose from USD102 trillion to USD161 trillion Market capitalization as a percent of

GDP witnessed steep growth in several countries during this period

Similarly trading volumes in stock exchanges too has shown rapid growth Value of share

trading in stock exchanges rose from about USD54 trillion in 1991 to USD33 trillion in

1999 to about USD70 trillion in 2006 During the period 1999 and 2006 value of share

trading in Asia Pacific rose from USD42 trillion to USD12 trillion in EuropeAfricaMiddle

11 Source- httpwwwdnbcoinequitybroking2008Emergingtrenasp

East from USD83 trillion to USD218 trillion and in Americas from USD20 trillion to USD35

trillion

Institutional investment

The rapid growth of stock markets in the world to a significant extent could be explained

by the surge in the institutional investors consisting of pension funds insurance

companies and mutual funds During the period 1995 and 2005 the assets under

management of the institutional investors doubled from USD21trillion to USD53 trillion A

large number of institutional investors are moving away from the home bias investing in

outside world Emerging markets with higher economic growth and rapidly growing

financial markets became major centers of destination for the investments of institutional

investors For instance in the US in 1994 pension funds invested 41 of their portfolio in

domestic equity and 7 in international equities where as by 2005 that share rose to 48

in domestic equities and 15 in international equities The portfolio allocation to bond

markets during the same period reduced from 42 to 32 Emerging markets received

sizeable portion of the investments In the US the dedicated emerging markets mutual

funds rose from about USD27 bn in2000 to USD 230 bn in 2006

International listings

On the back of the liberalization of cross border financial flows companies in several

countries are seeking listing in international exchanges to garner benefits from

international investors as also widen their investor base The number of foreign

companies listed in the London Stock Exchange rose from 387 in 1970 to 553 in 1990 to

636 in 2006 The number of foreign companies listed on the NYSE has also risen rapidly in

the 1990s There is a keen competition across the worldrsquos leading stock exchanges to

promote international listing and gain greater influence In the recent period the US

experienced a slowdown in the listing of foreign companies The decline is attributed to

stringent corporate governance norms that were applied following the corporate abuses

found in the beginning of the decade The US is now examining in greater detail measures

to gain the prominence once it enjoyed in the international listings The Alternative

Investment Market of London Stock Exchange attracted huge interest from SMEs from a

large number of countries

Emerging markets as an investment destination

Liberalization of capital flows led to surge in international investment into emerging

economies finding value on the back of huge prospects for growth The flow of net

Foreign Direct Investment (FDI) into developing countries increased from USD170 bn in

1998 to USD325 bn in 2006 and net portfolio equity flows increased from USD6 bn to

USD94 bn during the same period Net debt flows during this period are rather subdued

with net debt flows from official creditors turning negative Net portfolio equity flows to

China between the year 2000 and 2006 rose from USD69 bn to USD32 bn and in India

from USD23 bn to USD87 bn Other emerging markets such as Brazil Mexico South

Africa Thailand and Russia too showed surge in the net portfolio equity flows Emerging

markets showed significant growth in stock prices making them attractive investment

destinations though issues of valuations are beginning to become a concern now

Growing correlation of returns

Greater harmonization of stock markets in mature and emerging markets is in evidence by

the increasing correlation in market returns across different markets The higher

correlation in the stock price movements gained momentum in the late 1990s due to

growing foreign institutional investment in several markets and growth of the technology

sector that pervaded many markets and has driven stock price momentum in the late

1990s

Emerging markets in the new issuance market

Emerging markets also became very active in the new issuance market In 2006 all the ten

largest cross border new capital issues were from the emerging markets These ten issues

were from China Russia Mexico Thailand and Kazakhstan Of these ten issues four each

were listed in London and Hong Kong and only one in the US The value of the new listings

by emerging market companies in the US exchanges declined from USD29 bn in 2004 to

USD27 bn in 2006 where as that of London rose from USD07 bn to USD96 bn and in

Hong Kong from USD72 bn to USD304 bn Emerging markets in the first five months of

2007 have raised USD537 bn in global financial markets which is reported to be the

highest ever amount raised for a year Some of the leading issues during this period

include the USD8 bn IPO by VTB second largest Russian bank USD185 bn by Turkish

financial institution Halk bank and USD14 bn by a Russian real estate company AFI

Development Some of the largest issues from the emerging markets in the recent period

include USD219 bn issue of Chinarsquos ICBC Bank (Oct 2006) USD112 bn issue of Bank of

China (May 06) USD107 bn issue of Russian energy company Ros neft (Jul 06) USD59 bn

pubic issue of Chinarsquos Citic Bank

Alternative markets

In view of the limitations on listing of small and medium scale companies in the big boards

of the main exchanges several stock exchanges have developed alternative markets for

encouraging listing of small and midcap stocks Almost every major exchange has an

alternative platform for listing and trading of small and midcap stocks and new generation

companies without much listing history The market capitalization of the alternative

markets in the year 2006 has grown at an impressive rate of 30 More than 12000

companies are listed in these alternative markets and the value of share trading of these

for SMEs markets rose 15 in 2006 from USD802 bn to USD919 bn New capital (IPOs)

rose in the alternative markets rose 59 in 2006 from USD136 bn to USD216 bn

Growth of Derivatives

The growth of derivatives picked up on the need for risk transfer products The size of

global derivatives industry in 2006 USD370 trillion of notional value and USD10 trillion of

market value in the Over the Counter (OTC) derivative markets and USD84 trillion of

notional value and USD10 trillion market value in the Exchange traded derivative markets

According to the International Swaps and Derivatives Association more than 90 percent

of the global 500 corporations use derivatives for hedging risks in interest rates foreign

exchange and equities In the OTC markets derivative products accounting for large share

of market value include interest rate (785) and Foreign Exchange (114) where as in

the Exchange Traded segment derivative products on interest rate government debt and

equities form the major part of the volumes

Dark Pools and Private Markets

In the third week of May 2007 Goldman Sachs launched GSTrue which is a platform

developed to allow exclusive club of big investors to trade unregistered privately placed

securities which is considered to be a major challenge for the public equity capital

markets in the US Goldman Sachs in that deal helped underwrite the private sale of 15

of hedge fund manager Oak tree Capital Management for USD800 mn The investors in

this sale would be able to buy and sell Oak tree shares through the new Goldman Sachs

Tradable Unregistered Equity System which has its acronym GSTRue

Under the rules of the Securities and Exchange Commission of the US companies can sell

securities without registering them as long as the issues are limited to qualified

institutional buyers which are investors with at least USD100 mn of assets and there are

no more than 500 stockholders Private pools of capital are growing in size and

significance in international markets to overcome the costs and pressures from stringent

regulation According to an estimate of NASDAQ in 2006 companies in the US raised

USD162 bn of capital through unregistered private placements (also known as 144A

private placements) compared with USD154 bn through IPOs which are registered with

the regulator A group of worldrsquos largest banks are developing ldquoProject Turquoiserdquo which

is a hybrid share trading system that allows transactions both on exchange and outside it

(called as dark liquidity pools) where firms with large asset base can buy and sell large

blocks of shares away from the regulatory oversight

Private Equity

Private equity is growing in size and significance In view of the regulatory standards

prevalent in the public equity capital markets several firms seek the private equity option

to raise resources According to Dialogic the top 50 private equity firms raised USD551 bn

out of the USD800 bn estimated to have been raised by the total private equity since Jan

2002 Of the top 50 private equity firms more than 30 are from the US 11 from the UK

five from Western Europe and one from Asia Pacific Private equity is now involved in high

value deals and recent transactions include USD35 bn HCA buyout in the healthcare

industry and bids of USD39 bn and USD41 bn for Equity Office Property Trust a

commercial office real estate trust in the United Trust It is expected that the transaction

values of the private equity may go up to USD50-100 bn in the near future Private equity

market in India raised USD22 bn in 2005 about USD4 bn in 2006 and is expected to raise

about USD10 bn by 2010 according to a recent study

Hedge Funds

Hedge Funds emerged from the need of investors seeking alpha to earn an excess return

and beat the market and the returns from the conventional investments Alpha is a

common measure of assessing an active managerrsquos performance as it is the return in

excess of a benchmark index or ldquorisk-freerdquo investment The difference between the fair

and actually expected rates of return on a stock is called the stockrsquos alpha In view of rapid

growth of hedge funds and their complex nature of operations and lack of adequate

regulatory control these funds became a major concern of global financial regulation

Notwithstanding these concerns hedge funds continue to grow with the size of the

market growing from about USD30 bn in 1990 to more than USD14 trillion in 2005 and

the number of funds rising from about 530 to about 7000 during this period An

interesting development in the recent period is the growing institutional investment in the

hedge funds which is estimated at USD360 bn in 2005 and the rising allocations to these

funds that was evident in the US and XXVII the European markets The investor base of

the hedge funds consists of individualsfamilies fund of funds corporations and

institutions public and private pensions and endowments and foundations in that order

Investor Protection

With democratization of markets leading to greater participation of individuals and

investments and wide choices of asset classes now available issues of investor interest

and protection have assumed centre stage Following the corporate crises in the US that

adversely affected the investor interests extensive federal investigations were launched

that led to imposition of huge penalties and punitive damages leading to billions of

dollars Such actions were taken against a wide spectrum of global investment banks

brokerage firms and other related entities Simultaneously growth of litigation and class

action suits showed significant rise when the market intermediaries failed to meet their

obligations or did not provide all the material facts to the investors that were crucial for

an investment decision

Securities regulators imposed penalties on market participants who were found to have

indulged in market abuses In India disgorgement orders were passed on certain entities

that were found to making money by unfair means and for violating regulatory norms and

procedures Top institutional investors in several countries devised their own review

process for investing in countries and companies that brought into light greater need for

higher standards in corporate governance disclosure and transparency standards and in

some cases concern towards issues such as democracy and social equity environment

economic and political reforms

Surge in Chinese capital markets

A major change in the year 2007 is the sudden leap of China into big league of global stock

markets On 9 May 07 Shanghai Stock Exchange Chinarsquos top stock market recorded

turnover of USD332 bn and Shenzhen Stock Exchange a stock market for SMEs an

equally powerful USD158 bn taking the combined turnover of both these stock

exchanges on that day to USD495 bn In the first three months of the year 2007 value of

share trading in both these Chinese stock markets reached 89 of the whole turnover of

the year 2006 Value of share trading in Shanghai Stock Exchange rose from USD256 bn in

2003 to USD736 bn in 2006 and in the first three months of the year 2007 it already

recorded USD652 bn Market capitalization in China between Apr 2006 and 2007 rose by

almost 4 times pushing it to a position among the top 10 exchanges in the world and

value of share turnover rose 6 times making Shanghai 6 the biggest Main indexes of

Shanghai Stock Exchange and Shenzhen Stock Exchange posted returns of 194 and 204

respectively in the 12 months proceeding Apr 2007

Rise of smaller markets

The growth and momentum of the stock markets is spreading across a large number of

markets big and small Recent evidence of big surge in stock markets include countries in

the Middle East which witnessed exceptional growth in 20052006 China in 2007 and

several smaller European and Latin American countries in the last one year As

international investing is spreading its presence domestic financial institutions and

investors are finding stocks as an important asset class and stock markets all over the

world have experienced rapid growth in the last five years

Stock exchange consolidation

A big wave of stock exchange consolidation is taking place across the global financial

markets The most notable merger in the recent period is that of the New York Stock

Exchange with Archipelago that led to the demutualization of the former which

subsequently acquired Euro next to form NYSE Group that makes it a formidable force in

the North America and the Euro region Another American exchange NASDAQ after the

merger with Instinet announced plans to acquire OMX which is Europersquos leading

exchange as also provider of cutting edge technology solutions for stock exchanges

worldwide Deutsche Borsersquos recent acquisition of International Securities Exchange gives

the former a powerful position in the derivatives markets in Europe and America There

was also sizeable consolidation within the domestic securities markets in several countries

with the merger of equities and derivatives markets in countries such as Korea Malaysia

and Hong Kong In India the issue of appropriate solutions for the 20 odd stock exchanges

that currently lack proper liquidity is engaging the attention of policy and regulation

RECENT DEVELOPMENTS GOVERNING REGULATION OF STOCK MARKETS

Systematic and streamlined regulation is the key strength and sustainability of the

securities markets Though formal regulation of the securities markets is about 70 years

old some of the recent developments in the financial markets are reshaping the scope

and focus of the regulation These include ndash

There is growing harmonization of regulation across different markets Organizations

such as International Organization for Securities Commissions (IOSCO) are playing a very

important role in adoption of uniform principles and guidelines across the markets

The size and scope of the securities markets is rapidly changing from being one or

two product markets to multi product markets with diverse features and different

investor base

Markets have become more democratized with more people and institutions

participating in the market related activities

Rapid increase in the size of the institutional participation in the financial markets

For instance equity markets which in the past were retail investor driven are now

increasingly become institutional induced

Securities markets are transforming from being membership driven to public

corporation following demutualization and corporatization of stock exchanges in mature

and emerging markets

Two most important pieces of regulation that came into being in the recent period are in

the form of market structure reforms in the US known more popularly as regulation NMS

which underlines the promotion of competition across the markets under three major

principles best price open access and transparency Under the new trade-through role in

whichever market a customer placed his order it should be able to access the best price

that is immediately and automatically available anywhere in the national market system

The trade-through rule will not allow markets to ignore better-priced automated quotes

displayed by the competitors Similarly open access to displayed prices will be a major

feature governing the competition of the markets The regulation also stipulates that all

significant markets must display their quotations and trade reports should be available to

all interested parties on fair terms and non-discriminatory manner Another equally

important development is the Markets in Financial Industry Directive (MiFiD) that will

come into force from 1 Nov 2007 and stipulates wide-ranging norms for financial

institutions in the European Union Major features of the MiFiD include wider scope of

coverage of the financial institutions and the related business activities greater degree of

harmonization across the European markets and facilitate cross border business and

stipulated capital requirements

MiFiD is envisaged to bring major changes in the manner financial institutions in the

European Union will be monitored Simultaneous with stringent norms of regulation the

scope of regulation is considerably delegated to the markets and institutions in the form

of self-regulation Self-regulation brings a number of benefits to the business Institutions

such as National Association of Securities Dealers (NASD) have played an important role in

promoting self-regulation However self-regulation has certain limitations it needs to

overcome before it becomes widely accepted across the markets12

225 Top five companies of the industry

Many time new investor or trader gets confusion for open a D Mat and trading account in

broking House Many of broking House promises to you for better service but clients get

problem due to trading session in theirs Broker house firm Here is the list of Indiarsquos top 5

broking House on base of survey of investors and traders of many cities In their views

following Broking Houses gives best and reliable services13

1 ICICI directcom

ICICI Securities empowers over 2 million Indians to seamlessly access the capital market

with ICICIdirectcom an award winning and pioneering online broking platform The

platform not only offers convenient ways to invest in Equity Derivatives Currency

Futures Mutual Funds but also other services Fixed Deposits Loans Tax Services New

Pension Systems and Insurance are available ICICIdirectcom offers a convenient and easy

to use platform to invest in equity and various other financial products using its unique 3-

in-1 account which integrates customerrsquos saving trading and demat accounts

Apart from convenience ICICIdirectcom also offers access to comprehensive research

information stock picks and mutual fund recommendations among other offerings

Tailored services and trading strategies are available to different types of customers long

term investors day traders high-volume traders and derivatives traders to name some

ICICIdirectcom uses the most advanced commercially available 128-bit encryption

technology enabled Secure Socket Layer (SSL) to ensure that the information transmitted

between the client and ICICIdirectcom across the internet is safe and cannot be accessed

by any third party14

2 India Infoline

India Infoline Ltd (India Infoline) established in 1995 is the holding company of the

India Infoline Group It has membership in the cash and derivative segments of both 12 Source- httpwwwdnbcoinequitybrokingglobal20scenarioasp13 Source- Httpwwwindianstockmarketorgindias-top-10-stock-broking-house14 Source-httpwwwicicisecuritiescomOurBusinessSubSubReportID=10223ampshortCode=INST

the NSE and BSE India Infoline is also registered as a DP with NSDL and CDSL India

Infoline through its subsidiary India Infoline Commodities Limited also offers commodity-

trading services which is a registered member with DGCX since 2006 It also operates in

the currency futures market segment India Infoline offers a wide range of products

and services which include investment banking distribution of financial products

demat services private equity PMS institutional broking WMS insurance broking

among others In addition it also offers research services in areas of economy

derivative strategies mutual funds IPO credit policy and various others The company

has 15 domestic subsidiaries and five foreign subsidiaries The company has global

presence through its subsidiaries in New York Singapore and Dubai India Infoline caters

majorly to retail clients During CY09 the company added 303480 client accounts

Address 75 Nirlon Complex Off Western Express Highway Goregaon (East) Mumbai -

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

Email mailindiainfolinecom Website wwwindiainfolinecom

Registration Number NSE - INBINF231097537 BSE - INBINF01109753315

3 Kotak Securities Ltd

Kotak Securities Ltd (Kotak Securities) is the stock-broking and distribution arm of the

Kotak Mahindra Group and a subsidiary of Kotak Mahindra Bank Kotak Securities was

established in 1994 It has memberships in the cash derivatives and currency futures

segments of NSE and BSE Kotak Securities is also a DP with NSDL and CDSL Apart from

stock broking the company is engaged in offering depository services asset management

margin financing PMS and distribution of financial products like IPOrsquos mutual funds and

insurance The company has a full-fledged research division which offers macro

economic sectoral research and company specific equity research Its domestic network

spans over 383 cities and 1048 offices Trading in equities and derivatives contributes to

major part of the companyrsquos revenue During CY09 Kotak Securities added around 62194

accounts of which around 27 are e-broking accounts The companyrsquos overseas

operations include one subsidiary and two associate firms operating in two foreign

locations

15 Source-httpwwwdnbcoinEquityBroking2010showpdfasppath=Profile5CIndia+Infoline+Limited2Epdf

Address 1st Floor Bakhatawar Nariman Point Mumbai - 400021 Maharashtra

Telephone 91 22 66529191 Fax 91 22 66617041

Email servicesecuritieskotakcom

Website wwwkotakcom

Registration Number NSE - INBINF230808130 BSE - INB010808153 INF01113323016

4 Share Khan

Sharekhan Ltd (Sharekhan) is one a leading brokerage houses established in 2000

Sharekhan has membership in the cash and derivative segments of both BSE and NSE It

also operates in the debt and currency futures segment The company is registered as a

DP with CDSL and NSDL Besides trading the company also offers PMS demat services and

mutual funds Share khan provides a comprehensive set of research reports relating

to IPO and mutual funds Other value added facilities offered to clients include

online trading dial-n-trade share shops fundamental and technical research The

company serves large number of retail clients with a client network of more than 100000

clients which includes HNIrsquos corporate and other retail customers The company

through its subsidiary Share khan Commodities Ltd provides commodity-trading services

Address A - 206 Phoenix House 2nd Floor Senapati Bapat Marg Lower Parel

Mumbai - 400013 Maharashtra

Telephone 91 22 67482000 Fax 91 22 66104533

Email compliancelpsharekhancom Website wwwsharekhancom

5 Indiabulls

Indiabulls Securities Ltd (Indiabulls) part of Indiabulls Group was established in 1995 The

company is in the business of providing securities and advisory services It is a corporate

member of capital market wholesale debt market and derivative segments of NSE and of

capital market and derivative segments of BSE

Indiabulls also operates in currency futures and is a DP of CDSL and NSDL It provides a

wide range of products and services which include internet trading NRI trading demat

16 Source-httpwwwdnbcoinEquityBroking2010showpdfasppath=Profile5CKotak+Securities+Limited2Epdf17 Source-httpwwwdnbcoinEquityBroking2010showpdfasppath=Profile5CSharekhan+ Limited2Epdf

services margin financing and distribution of financial products like IPO online

mutual funds etc Power Indiabulls (PIB) is the advanced online trading platform offered

by the company Indiabulls also offers research services in the areas of economic equity

mutual fund IPO and others The company operates in commodity segment through its

subsidiary India bulls Commodities Pvt Ltd which is a member of MCX and NCDEX It

is listed on both NSE and BSE

Address F-60 Malhotra Building 2nd Floor Connaught Place New Delhi - 110001 Delhi

Telephone 91 11 41523700 Fax 91 11 41529071

Email helpdeskindiabullscom Website wwwindiabullscom

18 Source-httpwwwdnbcoinEquityBroking2010showpdfasppath=Profile5CIndiabulls+Securities+Limited2Epdf

22 Company Overview

221 Overview of the Organizations

The Kotak Mahindra Group was born in 1985 as Kotak Capital Management Finance Limited Uday Kotak Sidney A A Pinto and Kotak amp Company promoted this company Industrialists Harish Mahindra and Anand Mahindra took a stake in 1986 and thats when the company changed its name to Kotak Mahindra Finance Limited Since then its been a steady and confident journey to growth and success

Kotak Securities Ltd is one of Indias largest brokerage and securities distribution house in India Over the years Kotak Securities has been one of the leading investment broking houses catering to the needs of both institutional and non-institutional investor categories with presence all over the country through franchisees and co-ordinates Kotak Securities Ltd offers online (through wwwkotaksecuritiescom) and offline services based on well-researched expertise and financial products to the non-institutional investors Kotak Securities Limited is the world of Capital Markets where everything newsworthy exists only in the present moment and where knowing the importance of timing sentiments and strategic forecasting makes the difference between profit and loss Kotak Securities Limited a strategic joint venture between Kotak Mahindra Bank and Goldman Sachs (holding 25 - one of the worldrsquos leading investment banks and brokerage firms) is Indiarsquos leading stock broking house with a market share of 7 - 8

Kotak Securities Limited is one of the larger players in distribution of IPOs - it was ranked number One in 2003-04 as Book Running Lead Manager in public equity offerings by PRIME Database It has also won the ldquoBest Equity Houserdquo Award from Finance Asia -April 2004 The Company has a full-fledged Research division involved in macro economic studies Sectoral research and Company specific equity research combined with a strong and well Networked sales force which helps deliver current and up-to-date market information and news

Kotak Securities Limited is also a depository participant with National Securities Depository Limited (NSDL) and Central Depository Services Limited (CDSL) providing dual benefit services wherein the investors can use the brokerage services of the Company for executing the transactions and the depository services for settling them Kotak securities provide portfolio Management Services catering to the high end of the market Portfolio Management from Kotak Securities comes as an answer to those who would like to grow exponentially on the crest of the stock market with the backing of an expert Kotak Securities Limited manages assets over Rs 1700 crores through itrsquos Portfolio Management Services (PMS) servicing high net worth clients with a large

investible surplus through its preferred client services in the mass affluent and wealth management segments The company has a full-fledged research division involved in Macro Economic studies Sectoral research and Company Specific Equity Research combined with a strong and well networked sales force which helps deliver current and up to date market information and news

222 MARKET SHARE

Kotak Securities Ltd is Indiarsquos leading stock broking house with a market share of around

85 percent as of March 31 2006 It handles more IPOs than any other brokerage The

company has a full-fledged research division involved in macroeconomic studies sect oral

research and company-specific equity research combined with a strong and well-

networked sales force which helps deliver current market information and news

The firm has 195 branches servicing more than 2200000 customers across 231 cities

Kotaksecuritiescom the online division offers Internet brokerage services and also online

IPO and mutual fund investments Kotak Securities manages over 2500 crores of Assets

under Management (AUM)

223 AWARDS AND RECOGNIZATION

Kotak Securities Ltd 100 subsidiary of Kotak Mahindra Bank is one of the oldest and

largest broking firms in the Industry The companyrsquos offerings include stock broking

through the branch and Internet Investments in IPO Mutual funds and Portfolio

management service Kotak Securities has a full-fledged research division involved in

Macro Economic studies Sect oral research and Company Specific Equity Research

combined with a strong and well-networked sales force which helps deliver current and

up to date market information and news Kotak Securitiesrsquo network spans over 321 cities

with 877 outlets with an employee workforce beyond 5100

The company is also a depository participant with National Securities Depository Limited

(NSDL) and Central Depository Services Limited (CDSL) providing dual benefit services

wherein the investors can avail the companyrsquos brokerage services for executing the

transactions and the depository services for settling them Kotak Securities Ltd processes

more than 4 00000 trades a day which is much higher even than some of the renowned

international brokers

Kotak Securities Limited has over Rs 3300 crore of Assets under Management (AUM) as of

31st March 2008 The portfolio Management Service provides top class service catering

to the high end of the market Portfolio Management from Kotak Securities comes as an

answer to those who would like to grow exponentially on the crest of the stock market

with the backing of an expert Unlike many other companies Kotak Securities Ltd has a

Centralized Risk Management System and an in-house Research Team which allows it to

offer the same levels of service to customers across all locations Kotak Securities was

awarded as the most customer responsive company in the Financial Institution sector by

AVAYA Global Connect Award both in 2006 and in 2007

Kotak Securities Ltd has been the first in providing many products and services which

have now become industry standards Some of them are

Facility of Margin Finance to the customers

Investing in IPOs and Mutual Funds on the phone

SMS alerts before execution of depository transactions

Mobile application to track portfolios

Auto Invest ndash A systematic investing plan in Equities and Mutual funds

Provision of margin against securities automatically against shares in the customerrsquos

Demat account

Kotak Securitiesrsquo Accolades include

Best Brokerage Firm in India by Asia money in 2008 2007 amp 2006

Best Performing Equity Broker in India ndash CNBC Financial Advisor Awards 2008

Avaya Customer Responsiveness Awards (2007 amp 2006) in Financial Services Sector

The Leading Equity House in India in Thomson Extel Surveys Awards for the year 2007

Euro money Award (2007 amp 2006) ndash Best Provider of Portfolio Management Equities

Euro money Award (2005)-Best Equities House In India

Finance Asia Award (2005)-Best Broker In India

Finance Asia Award (2004)- Indiarsquos best Equity House

Prime Ranking Award (2003-04)- Largest Distributor of IPOrsquos

22 KOTAK SECURITIES RESEARCH CENTER

Kotak Securities Research Center is a special research cell where some of Indias finest financial analysts bring you intensive research reports on how the stock market is faring when is the right time to invest when to execute your order and more KSL provides both types of research reports

Fundamental Research reportsA Intraday callsB Special ReportsC Market MorningsD Daily Market BriefE Sectoral ReportF Stock IdeasG Derivatives ReportsH Portfolio Advices

Technical Research reportsA Weekly Technical Analysis

Depending on what kind of investor you are Kotak Securities Ltd (KSL) brings customers from fundamental or basic research and technical research As an investor with Kotak Securities Customers get access to these research reports exclusively Customers get access to the following reports Research process is given below

224 PRODUCTS OFFERED BY KOTAK SECURITIES LIMITED

1) Portfolio Management Services [PMS]

Managing investments in equities requires time knowledge experience and constant

monitoring of stock market Those who need an expert to help to manage their

investments portfolio management services (PMS) comes as an answer

The business of portfolio management has never been an easy one Juggling the limited

choices at hand with the twin requirements of adequate safety and sizeable returns is a

task fraught with complexities Given the unpredictable nature of the share market it

requires solid experience and strong research to make the right decision In the end it

boils down to make the right move in the right direction at the right time That is where

the expert comes in Kotak Securities is one of Indiarsquos oldest portfolio management

companies with over a decade of experience It is also one of the largest with Assets

under Management of over Rs 3300 Crores Kotak Portfolio Management comes as an

answer to those who would like to grow exponentially on the crest of stock market with

backing of an expert We at Kotak measure our success through the success of our

clients Whatever be your requirement we will tailor your stock market portfolio to your

specific investment need At the very base of a financially sound portfolio lies the

identification of ones investment objective We help you identify your investment

objectives also outline important requirements like liquidity capital appreciation current

income time span and fiscal implications and then suggest an appropriate scheme19

2) Equities-

The term equity trading and stock trading are sometimes used synonymously however

there are a few minor differences between the two Let us start with the basic definition

equity trading is essentially the purchase or sale of company stock through one of the

major stock exchanges just as stock trading is An equity trade can be placed by the

owner of the shares through a brokerage account or through an agent or broker again

similar to stock trading

The key difference between equity trading and stock trading lies in their investment

options and management firms Equity trading firms specialize in offering in-depth market

research trading expertise unique trading systems (even algorithmic) and have direct

access to the trading floor for better executions These equities trading firms

predominately exist in the form of hedge funds and are setup to trade within a larger

investment bank such as Morgan Stanley Goldman Sachs JPMorgan and Bank of

America to name a few20

3) Derivatives

Commodities whose value is derived from the price of some underlying asset like

securities commodities bullion currency interest level stock market index or anything

else are known as ldquoDerivativesrdquo In simpler form derivatives are financial security such as

an option or future whose value is derived in part from the value and characteristics of

another security the underlying asset

19 Source-httpwwwkotaksecuritiescomwhatweofferportfoliomanagementhtml

20 Source- httptradingsimcomblogequity-trading

It is a generic term for a variety of financial instruments Essentially this means you buy a

promise to convey ownership of the asset rather than the asset itself The legal terms of a

contract are much more varied and flexible than the terms of property ownership In fact

this flexibility appeals to investors

When a person invests in derivative the underlying asset is usually a commodity bond

stock or currency He bet that the value derived from the underlying asset will increase or

decrease by a certain amount within a certain fixed period lsquoFuturesrsquo and lsquooptionsrsquo are

two commodity traded types of derivatives An lsquooptionsrsquo contract gives the owner the

right to buy or sell an asset at a set price on or before a given date On the other hand the

owner of a lsquofuturesrsquo contract is obligated to buy or sell the asset

The other examples of derivatives are warrants and convertible bonds (similar to shares in

that they are assets) But derivatives are usually contracts Beyond this the derivatives

range is only limited by the imagination of investment banks It is likely that any person

who has funds invested an insurance policy or a pension fund that they are investing in

and exposed to derivatives ndash wittingly or unwittingly21

4) IPOs

An initial public offering or Initial Purchase Offer (IPO) referred to simply as an offering

or flotation is when a company (called the issuer) issues common stock or shares to the

public for the first time They are often issued by smaller younger companies

seeking capital to expand but can also be done by large privately owned

companies looking to become publicly traded In an IPO the issuer obtains the assistance of

an underwriting firm which helps determine what type of security to issue (common

or preferred) best offering price and time to bring it to market22

5) Mutual Funds

A mutual fund is made up of money that is pooled together by a large number of investors

who give their money to a fund manager to invest in a large portfolio of stocks and or

bonds Mutual fund is a kind of trust that manages the pool of money collected from

various investors and it is managed by a team of professional fund managers (usually

21 Source - httpfinanceindiamartcommarketscommodityderivativeshtml

22 Source- httpenwikipediaorgwikiInitial_public_offering

called an Asset Management Company) for a small fee The investments by the Mutual

Funds are made in equities bonds debentures call money etc depending on the terms

of each scheme floated by the Fund The current value of such investments is now a days

is calculated almost on daily basis and the same is reflected in the Net Asset Value (NAV)

declared by the funds from time to time This NAV keeps on changing with the changes in

the equity and bond market Therefore the investments in Mutual Funds is not risk free

but a good managed Fund can give you regular and higher returns than when you can get

from fixed deposits of a bank etc23

6) Structured Products

Structured products are synthetic investment instruments specially created to meet

specific needs that cannot be met from the standardized financial instruments available in

the markets Structured products can be used as an alternative to a direct investment as

part of the asset allocation process to reduce risk exposure of a portfolio or to utilize the

current market trend24

225 Main office amp Branch Offices

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

Address Kotak Securities Ltd Near New Liberty Showroom Town Hall Link Road Udaipur-313001

226 ORGANIZATIONAL STRUCTURE

23 Source- httpwwwallbankingsolutionscomMutual-fund-definition-basics-for-dummieshtm

24 Source- httpwwwhedgefund-indexcomd_structuredasp

MR DHEERAJ PUROHIT(AVP)

MR SHAKTI SINGH (BRANCH HEAD)

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

Chapter3PROJECT PROFILE

31 PROJECT PROFILE

The objective of the project was to analyze ldquoEffective Customer Relationship Managementrdquo for Kotak Securities Ltd Udaipur 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

As the company stands first in India in aspect of turnover its clear that it has very strong Customer Relationship Management System and perfect people to handle it properly for the benefit of customers and company as well Actual and personal meeting with existing customers and employees has brought me to the reality of the effectiveness of the system and their success For analyzing the same factor I staked my whole duration of the project and simultaneously for internal study and market watch and other group assignments

Scope the this study is it will assist Kotak Securities 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 to get new customers to be served

I have chosen to do research project on customer relationship management with Kotak securities because we can find problem and solutions of customerrsquos problem We all know that research work is better then you write a project in training Reason behind choosing this topics was as follows-

Maintain current existing customers

Achieve new potential customers

Retain all the customers

Profitability Increment

Reputation and credibility Increment etc

Chapter4RESEARCH MEHODOLOGY

40 RESEARCH METHODOLOGY

A research design is simply a plan for study in collecting and analyzing the data It helps the

researcher to conduct the study in an economical method and relevant to the problem Research

methodology is a systematic way to solve a research problem The methodology should combine

economy with efficiency

41 PROBLEM DEFINITION

How companies makes relationship with customers and what they do for achieve more

and more customers

42 OBJECTIVES OF THE STUDY

This study has been conducted with crystal clear objectives and with a view to learn a few

things that are listed below

1 To study the customer relationship of company

2 To have a good experience in marketing department

3 To know how company make new-new innovation for achieving customer

4 To know the corporate world

43 RESEARCH DESIGN

The study conducted here is exploratory cum descriptive

44 METHODOLOGY OF THE STUDY

The sources for the information and data in this report have been classified into two

broad groups

Primary data - I used a well-devised Questionnaire to try to attempt to get to the

crux of what consumer expects For our research we used the following methods to get

Information

Questionnaire for customers- I have developed a questionnaire to collect the

demographic data (ordinal category) amp nominal data about their preference about

Customer Relationship In my questionnaire there are 13 questions Some are

dichotomous and have multiple choices

Data collected from the customer of Kotak securities ltd and from some

professionals of different organizations My area of research is limited to Udaipur city

only

Secondary data - As for the secondary data I got hold of some of the Research

Reports available on different well-known websites to understand some complex issues I

also found very good information on the Internet from various sites and different

magazines

45 SAMPLING PLAN

Sample Type

I have selected people of the Udaipur Society and some professionals of different

organizations as a sample population

Sample Size

Our sample size is 100 which comprises of persons of the two age groupsmdash20to 40and 41

to 75 (Both Male and Female)

Sample Frame

Since our Research is being conducted on a small scale and the population is considerably

large we could not obtain the Sample Frame

Area of Research

Our Area of Research is Udaipur city only

Time Period

The Time Period of our Research is July-August 2011

Sampling Technique

I have used convenience-sampling technique

46 SCOPE AND LIMITATIONS OF THE STUDY

The Scope of the project is limited to Udaipur as the research has been carried out on the

customers residing in Udaipur only

The various constraints or limitations which may have affected our project can be

summarized as follows

1 Some kind of misled or misguided information may have adversely affected

our findings

2 Sample size is very small(only 100)

3 The scope of the project is limited to Udaipur

4 Though the sample has been taken from different regions but doesrsquont represent

the complete Indian scenario

5 The time for study and survey was very limited

6 The population could not represent the people from various occupations and

cultures

7 Inadequate disclosure of information is also the problem8 Financial problem is also there in completing this project in a proper way

47 QUESTIONNAIRE DESIGN

What comes to our mind initially is that we could have selected just one survey for

consumers The survey questions have been designed taking into consideration that the

data collected should answer questions mentioned in Objectives of this research project

We have selected all questions that would directly answer those questions in Objectives

and questions which are close but not directly answering questions in Objectives All of

our questions are both multiple choices and open-ended questions The questionnaire

used was a printed well structured formalized schedule to obtain and record

specified and relevant information with fair accuracy and completeness The

questioning process was face to face interviews and the questionnaire was design

in such a way that it could be understood and answered easily by the

respondents

Chapter5DATA INTERPRETATION AND ANALYSIS

1 Age group

Age Frequency 20 to 30 year 15

31 to 40 year 40 41 to 50 year 30 Above 51 year 15

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

According to the above diagram 40 customer comes into age group 31 to 40 who deals more in stock broking Followed by 30 customer whose age 41 to 50 and 15 customer are age of 20 to 30 and above 51 year

2 Gender compositions

Gender FrequencyMale 95

Female 5Total 100

male95

female 5

Gender composition

Interpretation

It is evident from the above graph that out of the sample of 100 respondents 95 were males and 5 female This reflects a male majority in the sample taken

3 Respondents Occupations

Respondentrsquos frequencyBusiness Man 30Proprietor 24HNIs 8

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Respondents Occupation

Interpretation

Above pie chart represents that research contains 100 respondents which are Businessmen HNIs Proprietors and Individuals and they are 30 8 24 38 respectively in numbers and percentages

4 Monthly Income

Monthly Income FrequencyLess then RS 10000 15Rs 11000-Rs 20000 35Rs 21000-Rs 30000 30Rs 31000-Rs 40000 13Above Rs 41000 7

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Above pie chart represents that the research contained 100 investors and customers of Kotak Securities Ltd All the people were from different Income group which are in numbers shown above W e can clearly see sample includes more customers from second income group ie INR Rs 11000 to Rs 20000

5 Company Interaction via Email and Telephone Calls

Degree frequencyPoor 2Fair 11

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interaction via E-mail and Phone Calls

Interpretation

From the above result of Company Interaction via Email and Telephone calls we can imagine the satisfaction level of customers and accordingly Customer Relationship is managed through electronic media to maximize the wealth of customers In Kotak Securities ltd mostly dealers are in touch of regular traders customers and customers also get loyal to the company through this practice Every call is taped by default for the evidence of orders to buy or sell the stocks and Emails too

6 Do you find companyrsquos investment tips useful and beneficial

Response FrequencyYes 96No 1

Cant Say 3

Yes 96

No1 Cant Say

3

Companys investment tips are useful or not

InterpretationWhen it was asked sudden and on the time answer was the same of maximum people it means the credibility and trustworthiness of the company is on the height It is nothing but the result of Relationship Management It is said that Share Market means bdquoWell of Loss nevertheless Kotak Securities ltd Customer donrsquot have any tension in investing because they believe in Companies Researchers and Analysts and their investment tips too

7 Where do you rate Kotak Securities Ltd in terms of Services

Scale of 1 to 10 FrequencyPoor 4Fair 14

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Rate Kotak Securities on the Scale of 10 in terms of service

InterpretationFrom the above answers Customer Relationship can be very well highlighted because out of 100 43 people have rated Kotak Securities ltd on the scale of 1 to 10 and again in remaining maximum customers say that they rate Kotak Securities ltd at on the scale of 1 to 10 Every customer has his own value and consideration about Kotak Securities ltd because they invest their Hard Earned money and take risk to earn more cause of Kotak Securities ltdrsquos Services and Attachment and it is all the output of Customer Relationship Management

8 Where do you invest trade mostly

Where Customer invest Mostly FrequencyEquity 66

Commodity 19Currency 15

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

InterpretationOne general question was asked in questionnaire to know the investment flow of customers towards Kotak Securities ltdrsquos Services 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 Moreover other reason many customers do not want to invest for long time In addition about currency some people were not interested

9 Where do you trade mostly

Trade Mostly FrequencyIntraday 48Delivery 37

Both 15

Intraday 48

Delivery37

Both15

Where do you trade mostely

InterpretationFrom the above view of graph we come to know that maximum people 61 customers trade in Intraday Trading 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 In Delivery people say here is bdquoNo Low Risk More Money‟ in this people say if scrip goes down like bdquoSatyam‟ then also we get chance to book profit buying current stocks in low price and putting old stock aside temporarily Here we find people hesitate to invest in Intraday and confident to trade in Delivery trading Very less traders population do trade in both area for few people its nothing but fund managing if one finds difficulty in making money in Intraday they simultaneously manage their fund for Delivery but very few people feel do this type of management Eventually Kotak Securities ltd is the Broking firm and it does not lose its attention from making money for its customers and lose its attention from Customer Relationship Management

10 Do you trade in any other broking firm

Cant Say 4

Yes69

No27

Cant Say4

Trade in any other Broking firm

InterpretationAbove pie chart represents the maximum people have their D‟mat Ac and Trading Ac somewhere else also nevertheless they say they trade from Kotak Securities Ltdrsquos only and few of their other ACs are put Non-Operating by them Here we get a fact that Kotak Securities Ltdrsquos Customer Relationship Management really has something very attractive and attachable to emotions cause of services Few of them were hesitating while answering this question

11 Are you satisfied with the services provided by Kotak Securities ltd

Satisfying Level frequencyStrongly Yes 64Slightly yes 35

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Satisfied with the Service provided by Kotak Securities Ltd

InterpretationAbove 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 Here 64 customers have selected and stated that they are fully satisfied with the services that they are getting from Kotak Securities Ltd

Chapter6OBSERVATIONS AND FINDINGS

Observations

1) Many consultants vendors and analysts today define CRM in terms of

being a customer-centric business strategy that is enabled by a set of

applications that support customer-facing functions and management

decision making That may capture the essence of what CRM is but while

it does not concentrate on the extra expenses occurring on Companies

Ac 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

2) It needs specific staffs to handle all the tasks of Customer Relationship

Management because the data that is feed in system cannot be handled

merely by Relationship Managers who has to make new customers and take

care of their dealings and also to accomplish their additional responsibilities

Findings

Many consultants vendors and analysts today define CRM in terms of being

a customer-centric business strategy that is enabled by a set of applications that

support customer-facing functions and management decision making That

may capture the essence of what CRM is but while it does not concentrate

on the extra expenses occurring on Companies Ac 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

It needs specific staffs to handle all the tasks of Customer Relationship

merely by Relationship Managers who has to make new customers and take care

of their dealings and also to accomplish their additional responsibilities

It empowers management with a real-time pipelines and forecasting so they can

build and focus on high profit sustainable relationships

It increases customers acquisition retention loyalty and profitability by

integrating information across the enterprise

It enables executive and management to gain customer insight

Generally people whom I have contacted they were from different domains

like Business Proprietors High Net worth Income Group (HNIs) and students

Their responses may not be proper because of their ldquoBusynessrdquo in Dealing Room

This data is called Primary Data which is considered very genuine but is this case it

misrepresents the Reality and Credibility

Some people its felt that they gave fake response with impression that this

questionnaire is from Kotak Securities internal

Some people did not take it serious because this was not important to them as

they are busy for trading at dealing Room

Every data interpretation and statistics cannot be think worthy from their

results because this study is for only two months altogether

Conclusions

From this study it can be concluded that the customer relationship management

in Company is satisfactory The company is using various CRM practices like

customization of the product maintaining interaction with the customers regularly

and providing good quality product etc Customer relationship management has a

certain impact on the profitability of the company Average investment per

customer has increased 15 over the last two years Customer response rate

towards marketing activities is also improving There are various factors affecting

the customer relationship management like working environment of the company

support from top management and coordination among the departments of the

company Information technology is not used as much as it should be The

company is using traditional tools of CRM like quantitative research personal

interviews The company should modern tools like data mining contact center e-

CRM and web based survey tools

Customers are encouraged to give suggestions and complaints so that the

company can improve its working and services If the customerrsquos complaints are

not resolved the customers will be dissatisfied and the company may lose its

customers

Different customers have different requirements Therefore the company

customizes its product accordingly to satisfy the customers It also gives more

choice to the customers

To get the information about the customers and to measure the satisfaction the

company conducts surveys Because of the expertise needed in the research the

company should give this work to research agencies like AC NILSON

The company maintains frequent communication with the customers As soon as

the product is ready or a new service is launched the information is provided to

the customers Communication is also necessary to maintain the interest of the

customers in the company

Learning Outcome

Learning any thing in our life is such an amazing experience which give us a self-confident feeling when we learn by practically doing a work In working life we meet everyday to many new people and share our information always inspire us to do something more well in future While doing a work we already decide which type of work we are going to do after finishing the collage because now we have collected lot of practical idea about doing a work In collage we always set in the class and passed our time by talking to our friends and making fun of other persons but we always have some fear from our future because we were not sure that what we have to do in our future That types feeling I felt while doing

summer internship Some learning outcomes are as follows

The right way to approach different consumer classes The beginning one and after

that gradually telling the customer about the product and convinced them

The perfect way to solve the queries of the customers

The sincerity of doing work in the right time by which creating a good impression

to staff persons as well as high-level executives

I got clear idea to attend customers by telephone by appointments

I would be able to know the working condition and practical knowledge of

completing work

I got a clear idea about the complaints handling

I got a clear view of how to interact with other people customer

I got a clear idea about problems faced by the organization

I got a clear idea about problems faced by the customer

I got a clear idea about how to solve these problems

Bibliography

httpwwwcrm-software-guidecom

httpwwwezinarticlescom

httpwwwstockbrokingcoin

httpwwwgascicom

httpwwwaumassociatecoin

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

Httpwwwindianstockmarketorg

httpwwwicicisecuritiescom

httpwwwkotaksecuritiescom

httptradingsimcom

httpfinanceindiamartcom

httpenwikipediaorg

httpwwwallbankingsolutionscom

httpwwwhedgefund-indexcom

httpwwwscribddocumentswordpresscom

Questionnaire

On Customer Relationship Management at Kotak Securities ltd

Personal Information-

1 Name________________________________________________

2 Age

Less than 20 years 20-30 years 30-40 years above 40 years

3 Gender

Male Female

3 Occupation

Businessman Proprietor Professional Other

4 Monthly Income

Less than Rs 10000 Rs 11000 ndash Rs 20000 Rs 21000 ndash Rs

30000

Rs 31000 ndash Rs 40000 above Rs 41000

Answer the Following Questions-

5 How do you find Company Interaction via Email and Telephone Calls

Poor Fair Good Very Good

Yes No Canrsquot Say

7 Where do you rate Kotak Securities Ltd on the scale of 10 in terms of Services

4 6 8 10

Equity Commodity Currency

Intraday trading Delivery Trading Both

Yes No Canrsquot say

If yes name of the broking

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

12 What improvement do you want be done in companyrsquos services

helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip

13 Which service do you like most in Kotak Securities Ltd

A research design is simply a plan for study in collecting and analyzing the data It helps the researcher to conduct the study in an economical method and relevant to the problem Research methodology is a systematic way to solve a research problem The methodology should combine economy with efficiency
How companies makes relationship with customers and what they do for achieve more and more customers

Page 2: Customer Relationship Management

ACKNOWLEDGEMENT

The last few days have been full of learning and sense of contribution towards the

organization I would like to thank Advent Institute of Management Science and

Technology for giving me an opportunity of learning and contributing through this project

I would like to thanks all the people who knowingly and unknowingly supported me in the

Endeavour

It is said the most important single word is ldquoWErdquo and the zero important single word is

ldquoIrdquo This true even in todayrsquos modern era It is absolutely impossible for a single individual

to complete the assigned job without help and assistance from others

It is my greatest pleasure to acknowledge sincere gratitude towards MR Rajan

Baya(Manager ) Kotak Securities ltd Udaipur for the Completion of the project work

I would also like to acknowledge to my sincere gratitude to our Principal Mrs Amita

Singhvi Mem and my project guide Miss Ankita Lakhani Mem for helping me in this project

work

I am thankful to all of my friends and batch mates for their help in completing this project

work Finally I am thankful to my entire family members for their great support

and encouragement

Mahendra Singh Rajput

BMS-IV SEMESTER

Executive Summary

Table of Contents

S No

Index Page No

1 Chapter one

11 Evolution of CRM

12 In the beginning

2 Chapter two

Industry Profile

Industry Evolution

Recent Trends

22 COMPANY OVERVIEW

Brief history

Business volume

Number of employees

Product lines

3 Chapter three

31 Project Profile

4 Chapter four

41 Research Design

42 Sampling Plan

44 Data collection

45 Limitations

5 Chapter Five

52 Observation

53 Findings

54 Recommendation

55 Conclusion

56 Learning Outcome

8 Annexure

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 3: Customer Relationship Management

Executive Summary

Table of Contents

S No

Index Page No

1 Chapter one

11 Evolution of CRM

12 In the beginning

2 Chapter two

Industry Profile

Industry Evolution

Recent Trends

22 COMPANY OVERVIEW

Brief history

Business volume

Number of employees

Product lines

3 Chapter three

31 Project Profile

4 Chapter four

41 Research Design

42 Sampling Plan

44 Data collection

45 Limitations

5 Chapter Five

52 Observation

53 Findings

54 Recommendation

55 Conclusion

56 Learning Outcome

8 Annexure

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 4: Customer Relationship Management

Table of Contents

S No

Index Page No

1 Chapter one

11 Evolution of CRM

12 In the beginning

2 Chapter two

Industry Profile

Industry Evolution

Recent Trends

22 COMPANY OVERVIEW

Brief history

Business volume

Number of employees

Product lines

3 Chapter three

31 Project Profile

4 Chapter four

41 Research Design

42 Sampling Plan

44 Data collection

45 Limitations

5 Chapter Five

52 Observation

53 Findings

54 Recommendation

55 Conclusion

56 Learning Outcome

8 Annexure

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 5: Customer Relationship Management

44 Data collection

45 Limitations

5 Chapter Five

52 Observation

53 Findings

54 Recommendation

55 Conclusion

56 Learning Outcome

8 Annexure

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 6: Customer Relationship Management

Chapter1

INTRODUCTION TO CRM

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

12 Evolution of CRM

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

customer

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 11: Customer Relationship Management

Chapter2

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 12: Customer Relationship Management

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 13: Customer Relationship Management

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 14: Customer Relationship Management

Origin

Crash

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 15: Customer Relationship Management

Securities Act

decades

Change

plummet

Rebound

Another Crash

10 in the East

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 16: Customer Relationship Management

32 Post1995

commodities

North and 4 in East

224 Recent Trends

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 17: Customer Relationship Management

segments

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 18: Customer Relationship Management

summarized below

Equalization

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 19: Customer Relationship Management

trillion

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 20: Customer Relationship Management

1990s

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 21: Customer Relationship Management

Alternative markets

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 22: Customer Relationship Management

Private Equity

Hedge Funds

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 23: Customer Relationship Management

Investor Protection

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 24: Customer Relationship Management

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 25: Customer Relationship Management

investor base

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 26: Customer Relationship Management

1 ICICI directcom

2 India Infoline

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 27: Customer Relationship Management

400063 Maharashtra

Telephone 91 22 42499000 Fax 91 22 26850451

locations

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 28: Customer Relationship Management

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

4 Share Khan

Telephone 91 22 67482000 Fax 91 22 66104533

5 Indiabulls

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 29: Customer Relationship Management

Telephone 91 11 41523700 Fax 91 11 41529071

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 30: Customer Relationship Management

22 Company Overview

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 31: Customer Relationship Management

222 MARKET SHARE

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 32: Customer Relationship Management

Demat account

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 33: Customer Relationship Management

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 34: Customer Relationship Management

2) Equities-

3) Derivatives

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 35: Customer Relationship Management

4) IPOs

5) Mutual Funds

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 36: Customer Relationship Management

Registered Office

Telephone 91 22 66529191 Fax 91 22 66617041

Website wwwkotakcom

Branch Offices

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 37: Customer Relationship Management

ONLINE DEALER

NAMITA GUPTA

VERTIKA SHARMA

DEALER

SHYAM SHARMA

PRABHU DAYAL

SHREYASI DIWEDI

GUNJAN KURKUREJA

VED PRAKASH SHARMA

NKKHANDELWA

KAVITA BUDANIA

VIKAS MEHRA

MAHESH KHANDELWAL

LABHANKUR SONI

OPERATION

ASHU SHARMA

PRIYANKA SHARMA

YOGENDRA RANKAWAT

ANIL AUDITCHYA

RISK MGMT

YOGENDRA TIWARI

SALES TEAM

PANKAJ SHARMA

ABHISHEK SHARMA

RAJEEV SHANKAR

DURGA NARAYAN

DEELIP JAIN

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 38: Customer Relationship Management

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 39: Customer Relationship Management

31 PROJECT PROFILE

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 40: Customer Relationship Management

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 41: Customer Relationship Management

and more customers

43 RESEARCH DESIGN

broad groups

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 42: Customer Relationship Management

Information

only

magazines

45 SAMPLING PLAN

Sample Type

Sample Size

Sample Frame

Area of Research

Time Period

Sampling Technique

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 43: Customer Relationship Management

our findings

cultures

respondents

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 44: Customer Relationship Management

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 45: Customer Relationship Management

1 Age group

20-30 years 15

31-40 years 40

41-50 years 30

above 51 years 15

Age Group

Interpretation

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 46: Customer Relationship Management

Female 5Total 100

male95

female 5

Gender composition

Interpretation

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 47: Customer Relationship Management

Individuals 38

Business Man30

Proprietors24HNIs

8

Individuals38

Interpretation

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 48: Customer Relationship Management

4 Monthly Income

Less then RS 10000

15

Rs 11000-Rs 2000035Rs 21000-Rs 30000

30

Rs 31000-Rs 40000

13

Above Rs 410007

Monthly Income

Interpretation

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 49: Customer Relationship Management

Good 59Very Good 18

Poor2

Fair12

Good66

Very Good20

Interpretation

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 50: Customer Relationship Management

Cant Say 3

Yes 96

No1 Cant Say

3

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 51: Customer Relationship Management

Good 40Very Good 42

Poor 4

Fair14

Good40

Very Good42

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 52: Customer Relationship Management

Equity

66

Commodity 19

Currency 15

InvestTrade mostely

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 53: Customer Relationship Management

Both 15

Intraday 48

Delivery37

Both15

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 54: Customer Relationship Management

Cant Say 4

Yes69

No27

Cant Say4

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 55: Customer Relationship Management

No 1Slightly No 0

Strongly NO 0

Strongly Yes64

Slightly yes35

No1

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 56: Customer Relationship Management

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 57: Customer Relationship Management

Observations

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 58: Customer Relationship Management

Findings

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 59: Customer Relationship Management

Conclusions

customers

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 60: Customer Relationship Management

Learning Outcome

completing work

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 61: Customer Relationship Management

Bibliography

httpwwwgascicom

httpwwwindiacomcom

httpwwweHowcom

httpwwwdnbcoin

httptradingsimcom

httpenwikipediaorg

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 62: Customer Relationship Management

Questionnaire

1 Name________________________________________________

2 Age

3 Gender

Male Female

3 Occupation

4 Monthly Income

30000

4 6 8 10

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Page 63: Customer Relationship Management

firm_______________________________________________________________________

Strongly Yes

Slightly yes

No

Slightly No

Strongly NO

Date post:	22-Oct-2014
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Customer Relationship Management

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