Religare Securities Ltd is a wholly owned subsidiary of Religare Enterprises Ltd and provides various financial services including equity broking, depository services, portfolio management, and institutional broking. The document discusses Religare's business operations and offerings. It conducted a study of Religare's customer relationship management through a survey of 50 customers in Jaipur to understand their satisfaction with Religare's services and identify areas of improvement to better serve customers and build long-term loyalty. The findings showed that most customers were satisfied with Religare's services and investment tips.

1. PROJECT REPORT ON
CUSTOMER RELATIONSHIP
MANAGEMENT
WITH
RELIGARE SECURITIES LTD

2. About Company

Religare enterprises limited (REL ) is a global financial services group
promoted by the Ranbaxy group

The company was originally incorporated as Vajreshwari cosmetics
private limited on January 30, 1984 .

The status of the company was changed to a public limited company by
a special resolution of the members dated July 14 , 2006.

Religare Securities Ltd. (“RSL”) is the wholly owned subsidiary of
REL and a securities firm in India

Major activities and offerings of the company include equity broking
both offline and online, depository participant services, portfolio
management services and institutional brokerage

Member of the NSE, BSE, depository participant with NSDL and
CDSL, and SEBI approved portfolio manager

3.  Empanelment with 81 institutions including 20 mutual funds, 10
insurance companies, 35 banks and 11 FIIs. Has strong institutional
research team covers over 185 companies in 16 sectors
 Aggressive ramp up of equity trading client accounts with market share
increasing to 3.8% in June 2008 from 2.7% in FY07 and online trading
market share increased to 8.7% in June 2008 from 7.2% in
October, 2007
 Received in principal approval from SEBI to act as a sponsor of Asset
Management joint venture with AEGON
 Received P1 Credit Rating from CRISIL for its short term debt issuance
program for a sum of Rs. 7,000 million

5.  Businesses under Religare Securities Ltd. include:

Retail Equity Broking

Priority Client Equity Services

Online Investment Portal

Institutional Equity Broking (To be shifted to RCML)

Portfolio Management Services

Depository Services

6. Logo
We believe that a four leaf clover is harbinger of good
fortune and a clover of success. At Religare Broking, the
four leaves of the clover symbolize pedigree, product
strength, expertise and support that we offer to our
partners. Armed with this clover of success, we create a
partnership based on values and trust.

7. Product portfolio










Equity Broking - BSE and NSE
Derivatives Futures and Options
Internet Broking- Online Trading
Commodities Trading - NCDEX & MCX
Institutional Broking
Depository Services - NSDL & CDSL
Portfolio Management Services
NRI Investments
Initial Public Offerings (IPO)
Mutual Fund Investment

8. Objective of study


Primary objective
To study how to build a relationship marketing in capital market.

Secondary objective:

To study various financial products like equity, mutual funds, commodity
& portfolio management.

To study various services provided by broker house to their clients

To know investors experience in capital market.

To study what other services investors expect from their broker house.

Questionnaire is based on the existing services and the satisfaction level
of the existing customers which includes questions like
Name, Age, Gender, Income, Investment Frequency, feedback about
services which they are provided like
conformation, calls, suggestions, solutions on stuck money like dead
investment and all.

On an average all the customers are happy with the company and look
forward to the growth of it.

9. Scope of the study

It will assist Religare to get its own Customer Relationship Management
system mirror well and it will get all the important things before eyes to
apply all the possible ways to provide a superb service to the customers
and accordingly make them loyal and retain them long lasting and also to
get new customers to be served. Scopes can be stated in few points as
follows:

Maintain current / existing customers.

Achieve new potential customers.

Retain all the customers. Profitability Increment

Reputation and credibility Increment, etc.
The heart of CRM is not being customer centric but rather to use customer
profitability as a driver for decision making and action.

10. Research Methodology
 Research Design:
Research design means adopting that type technique of
research which is most suited for the research and study of
the problem. For the study and the research of the problem
proper material has to be selected and collected for the
investigation.
A research design is the arrangement of conditions for
collection and analysis of data in a manner that aims to
combine relevance to the research purpose with economy
in procedure

11.  In order to know about effectiveness of Customer
Relationship Management in Religare Securities Ltd., it
was necessary to interact with the customer. The sample
taken comprised of respondents from Jaipur city. A
questionnaire had to be designed to collect valuable
information from the different customer groups. The
questionnaire which was designed suitably to meet the
objective of research work.

12.  Nature of Research:
In this project report I have undertaken quantitative
type of study.
 Type of the questions:
The questions in the questionnaire asked to the visiting
customers of Religare Securities Ltd, Regional office in
Jaipur , are Straight Forward and Limited Probing.
 Type of the Questionnaire:
The questionnaire in this project report is straight
forward and formalized.
 Type of Analysis:
The analysis done in this particular project report is
statistical.

13. Sources of Data
Primary Data
The Primary data are those data which are collected fresh
and for the first time and thus happen to be original in
character. The primary data that was collected through
interview conducted in Regional Branch with daily visiting
customers. The primary data sources include copies of
questionnaire and data of their respective responses.
Secondary Data
 The secondary data are those which have already been
collected by someone else and which have been passed
through the statistical process. Secondary data was
collected through company websites.
 Some of the web sites http://www.religaresecurities.com/
and some others like.

14. Primary Data Collection
 Research Technique:
As the researcher, I adopted survey method as a
research technique for this particular project report.
 Contact Method:
I as a researcher interviewed the respondents by
personal interview.
 Sampling Plan:
a) Population:
The population covered in this project report refers to the
existing (Office Coming) customers of Regional Office, who
have their trading and Demat A/c with Religare Securities
Ltd.

15. b) Sample Size
The sample size undertaken by me for this particular
project report is 50 respondents.
c) Sample Element
The respondents contacted and interviewed in this
project report are all from different domain some of them
were Businessmen, High Net-worth
Investors, Proprietors, even Students also invest in Share
Market .
d) Research Instrument
Questionnaires containing both open ended and close
ended questions were used as a research instrument in this
particular project report .

16. Data Analysis &
Interpretation
 1. Respondents:
 Pie chart represents that research contains 50
respondents which are business men , HNIs , proprietors
and individuals .
15%
19%
businessmen
HNIs
4%
12%
Respon
dents
Busines HNIs
smen
Proprie
tors
Individ
uals
No. of
respond
ents
15
12
19
4
proprietors
individuals

17. 2. Company Interaction via Email
and Telephone Calls:
 We can imagine the satisfaction level of customers and
accordingly Customer Relationship is managed through
electronic media to maximize the wealth of customers.
In Religare mostly dealers are in touch of regular traders
/ customers and customers also get loyal to the
company through this practice. Every call is taped by
default for the evidence of orders to buy or sell the
stocks and Emails too .
1%
9%
6%
poor
fair
good
29%
excellent

18. 3. Do you find company's
investment tips useful and
beneficial?
 When it was asked sudden and on the time answer was
the same of maximum people, it means the credibility
and trustworthiness of the company is on the height. It's
nothing but the result of Relationship Management.
 It is said that Share Market means „Well of
Loss‟, nevertheless Religare Customer don't have any
tension in investing because they believe in Company's
Researchers and Analysts and their investment tips too.
1%1%
yes
no
48%
cant say

19. 4. Where do you rate Religare on
the scale of 10 in terms of
Services?
 Customer Relationship can be very well highlighted
because out of 50, 22people have rated Religare on the
scale of 1 to 10 and again in remaining maximum
customers say that they rate Religare at on the scale of
1 to 10.Every customer has his own value and
consideration about Religare because they invest their
Hard Earned money and take risk to earn more cause of
Religare Services and Attachment and it is all the output
of Customer Relationship Management .
2, 4%
7, 14%
21, 42%
1
2
20, 40%
3
4

20. 5. Where do you invest/ trade
mostly?
 One general question was asked in questionnaire to
know the investment flow of customers towards Religare
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. And other reason many customers don't want to
invest for long time. And about currency some people
were not interested.
equity
8%
commodity
9%
33%
Currency

21. 6.Are you satisfied with the
services provided by Religare?
 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 Religare Securities Ltd.
1%
0%
strongly yes
slightly yes
17%
No
32%
strongly no
slightly no

22. Findings
 Customer Relationship Management Business
Drivers and Benefits :
 It empowers management with a real-time pipelines and
forecasting so they can build and focus on high
profit, sustainable relationships.
 It increases customer's
acquisition, retention, loyalty, and profitability by
integrating information across the enterprise.
 It empowers staff wit customer intelligence and best
practices to increase their likelihood of successful
transactions.

23.  Customer Relationship Management Risks :
 Effective internal controls must be in place to prevent
customer information from becoming scattered across
databases and servers.

Customer Common Findings while contacting:
 Generally people whom I have contacted they were from
different domains like Business, Proprietors, High Net
worth Income Group (HNIs) and students.
 Some people, its felt that they gave fake response, with
impression that this questionnaire is from Religare
Securities internal.

24. Suggestions
 Customer Category:
To find effective Customer Relationship
Management, Broking firm can do one more thing which
will be very beneficial to them in finding Asset Customers
from the bottom level management to top level
management. Religare should adopt system of allotting
Customer Categories according to their transactions, due
payments, exposure, loyalty, frequency of trading and all.
 Affiliated Awareness Programs:
Religare should arrange affiliated programs within its own
groups to come to the sense of new people and accordingly
to prospecting and acquiring new customers.

25. Conclusion
 In spite of the bleak and grim outlook the future of
capital market it is growing at a very high pace. Taking
this things into consideration there are lots of
opportunity for the broker house which already exist and
which are due to enter in Indian market.
 Religare is concerned they have a ready market. The
only thing which is needed to focus on is that they
should have a strong marketing strategy so that prompt
service and availability of forms is made available to the
investors at a short notice and if it keeps the traditional
base for marketing in India which is a price sensitive.

26. Recommendation
 Religare securities should enhance the customer care department
where queries can be timely solved.
 Religare securities should provide more securities to the existing
and prospective clients.
 Religare securities should build its BRAND image stronger by
increasing visibility.
 There should be more banner posters pamphlets distribution in the
market to increase the awareness level among the people
 It should provide regular and update market information.
 Special attention need to be given to the delivery of monthly and
fortnightly report to the clients
 Timely release of brokerage and fast redressed of clients’ grievance
is a major plus if Religare is looking to develop long term
relationship with its clients.
 Services should be more efficiently delivered to the prospective
clients in order to develop a long term relationship with the clients.