Professional Documents
Culture Documents
Customer Relationship Management: Institute of Business Management & Research
Customer Relationship Management: Institute of Business Management & Research
MANAGEMENT
(Summer Internship Project)
{May-June 2009}
For
INDEX
1.
2.
3.
4.
Particular
Introduction of the CRM
Objective of the CRM
Research Methodology
Literature Review
Training
Importance & Needs of Training
Types of Training
Methods of Training
Recommendation & Conclusion
Training Adopted by us at Angel
Training Under Different
Departments
Problems Faced at the Time of
Training
Suggestions to Improve
Page No.
5
16
19
24
42
42
43
46
47
48
50
51
5. Industry Analysis
Past Performance
6.
7.
8.
9.
SWOT Analysis
Major Players in the Industry
Products & Services
Data Analysis
Limitations
Findings
Suggestions
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69
76
80
87
94
95
97
2
10.Bibliography
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Preface
The Summer program offered by the IBMR College, is an
enlightening course for those who are wishing to master their Business
administration skills, with their knowledge. This is an unique course
which is the collaboration of MBA. It not only developes your
management talent but also develop your technical skill. It imparts the
necessary theoretical knowledge about the field but also provides an
opportunity to practically experience the application of the business
administration fundamentals in the corporate as well as the noncorporate sector.
I was unaware about the role of exchanges and depositories in
the secondary market. Here I really got practical knowledge about the
role of SEBI, NSE, and BSE etc. in the secondary market. Now I am
aware about the buying and selling system in the secondary market
through broking firm or sub-broker. I am very much thankful to Mr.
Jicky Thomas, Branch & Product Head, main branch Mahalaya complex
C. G. Road, Ahmedabad.
I therefore have pleasure to present my training report, which, I
hope as per the curriculum requirements.
Acknowledgement
There is no such thing as a self made man, we all are made up
thousands of others George Adams.
I am indebted to my faculty, the Faculty of Social Work for
providing the students an opportunity to experience the practical
working of the knowledge imparted to us theoretically.
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Introduction to CRM
Before we begin to examine the conceptual foundations of CRM,
it will be useful to define, what is CRM? A narrow perspective of
customer relationship management is database marketing
emphasizing the promotional aspects of marketing linked to database
efforts. Another narrow, yet relevant, viewpoint is to consider CRM
History of CRM
Customer Relationship Management (CRM) is one of those
magnificent concepts that swept the business world in the 1990s 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
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popular. Databases and direct marketing tools give them the means to
individualize their marketing efforts.
2. Advances in information technology, networking and
manufacturing technology have helped companies to quickly match
competition. As a result product quality and cost are no longer
significant competitive advantages.
3. The growth in service economy. Since services are typically
produced and delivered at the same institution, it minimizes the role
of the middlemen.
4. Another force driving the adoption of CRM has been the total
quality movement. When companies embraced TQM it became
necessary to involve customers and suppliers in implementing the
program at all levels of the value chain. This needed close working
relationships with the customers. Thus several companies such as
Motorola, IBM, General Motors, Xerox, Ford, Toyota, etc formed
partnering relations with suppliers and customers to practice TQM.
Other programs such as JIT and MRP also made use of
interdependent relationships between suppliers and customers.
5. Customer expectations are changing almost on a daily basis. Newly
empowered customers, who choose, how to communicate with the
companies various available channels? Also nowadays consumers
expect a high degree of personalization.
6. Emerging real time, interactive channels including e-mail, ATMs
and call centre that must be synchronized with customers nonelectronic activities. The speed of business change, requiring
flexibility and rapid adoption to technologies.
7. In the current era of hyper competition, marketers are forced to be
more concerned with customer retention and customer loyalty.
8. As several researches have found out retaining customers is less
expensive and more sustainable competitive advantage than
acquiring new ones.
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Information
Processes
Technology
Applications
Customer
should reduce the cost of service for both the organization and
its customers and increase satisfaction levels.
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Pitfalls to avoid:
Many CRM programs fail for two reasons:
1. Lack of supportive business processes: Because business
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ANALYSIS
CUSTOMER SELECTION
CUSTOMER TARGETING
RELATIONSHIP MARKETING
PRIVACY ISSUES
METRICS
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FREQUENCY/
LOYALTY
PROGRAMS
CUSTOMIZATION
CUSTOMER
SERVICE
CUSTOMER
RELATIONSHIP
MANAGEMENT
SATISFACTION
REWARDS
PROGRAMS
COMMUNITY
BUILDING
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occur
Provide a user-friendly mechanism for registering customer
complaints (complaints that are not registered with the
company cannot be resolved, and are a major source of
customer dissatisfaction).
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18
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Literature Review
Company Profile:
Angel Broking Limited is one of the leading and professionally
managed stock broking firm involved in quality services and research.
Angel Broking Limited is a corporate member of The Stock Exchange,
Mumbai.
The membership of the company with The Stock Exchange
Mumbai was originally in the name of Mukesh R. Gandhi, which was
eventually turned into a corporate membership in the name of Angel
Broking Limited.
Angel Broking Limited is managed by Mr. Dinesh Thakkar and
he is well supported by Mr. Mukesh Gandhi, a fifteen years veteran in
the market.
The group is well supported by a professional and qualified
research team and efficient operations and back office team, which
comprises of highly dedicated and qualified individuals. Angel has an
in-house, state of art research department.
Angel believes in reaching out to the customer at the farthest
end rather than by reaching out to them. The company in its
Endeavour to give its client the best has opened up several branches
all over Mumbai, which are efficiently integrated with the Head
Office.
Angel Broking Limited is primarily into retail stock broking,
with a customer base of retail investors, which has been increasing at
a compounded growth rate of 100% every year. The company has
huge network sub-brokers in Mumbai and other places outside
Mumbai, registered with SEBI, who act as channel partners for the
company. The company presently has the total staff strength of
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around 150 employees who are spread accordingly across the head
office and all the branches.
Angel has empowered its physical presence throughout India
through various strategies which it has been adopting efficiently and
effectively over a period of time, like opening up of branches at
various places, tie-ups with various agencies and sales agents, buyouts of smaller regional outfits and appointment of sub-brokers and
franchisees. Moreover, Angel Broking Ltd. has been tapping and
including high net-worth and self-employed individuals to its vast
array of clients.
Angel has always strived in the direction of delivering ultimate
client satisfaction and developing stronger bonds with its customers
and chose partners. Angel has a vision to introduce new and
innovative products and services regularly. Moreover Angel has been
one among the pioneers to introduce the latest technological
innovations and integrate it efficiently within its business.
Angel Broking Ltd tryst with excellence in customer relations
began in 1987. Today, Angel has emerged as one of the most
respected Stock-Broking and Wealth Management Companies in
India. With its unique retail-focused stock trading business model,
Angel is committed to providing Real Value for Money to all its
clients.
The Angel Group is a member of the Bombay Stock Exchange
(BSE), National Stock Exchange (NSE) and the two leading
Commodity Exchanges in the country: NCDEX & MCX. Angel is also
registered as a Depository Participant with CDSL
Angels Business
Equity Trading
Commodities
Portfolio Management Services
Mutual Funds Life Insurance
Personal Loans
IPO
Depository Services
Investment Advisory
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Angels Presence
Angel Group
Board of Directors: 28
29
Director
HR
&
Corp.
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31
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PRODUCT BOUQUET
a- Angel Oyster
Chief Investment Officer Mr. Rajen Shah
Bottom up concentrated portfolio of Mid Cap & Small Cap
Companies with emphasis on Value Investing.
Investor Profile:
The scheme would be suited for investors with medium to high risk
appetite having long term perspective
Fees and Charges
2% Asset Management Charges
0.50% brokerage on transactions
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b- Angel Blue-chip
Fund Manager Mr. Phani Sekhar
Diversified Equity portfolio of Large cap & Mid Cap Companies.
Investor Profile:
The scheme would be suited for investors with medium to low risk
appetite, having long term perspective.
Fees and Charges
2% Asset Management Fees
0.50% Brokerage on transactions
Angel Equity Derivatives Fund
Fund Manager Mr. Siddarth Bhamre
Bottom-Up concentrated portfolio with Equities & Derivatives,
and emphasis on Hedging by using volatility in the Markets.
Investor Profile:
The scheme would be suited for investors with low to medium
risk appetite, having long term perspective.
Suitable for HNI Clients and Corporate who want to park
money for consistent Return from the market even if market
remained flat.
Fees and Charges
2% Asset Management Charges
0.10% on Delivery and Rs.50 flat on options, 0.01% on futures
c- Angel Growth
Fund Manager Mr. Phani Sekhar
Diversified Equity portfolio of Large cap & Mid Cap Companies
with emphasis on growth Investment.
Investor Profile:
The scheme would be suited for investors with moderate risk
appetite.
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Personalized Service
Interaction with Fund Manager
Regular feedback and reports
Pro-active management of funds
Holdings not impacted by entry/exit of big investors
Can remain liquid for long periods
Disciplined investment process
Quality investments
Limiting risk
Low portfolio turnover
Focus on generating Absolute returns rather than Relative
Returns
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Pre-Paid Brokerage
Pre-paid brokerage is one of the best schemes for customers to
take the advantages of less brokerage. Different pre-paid recharge are
available with different validity. Some characteristics of pre-paid
brokerage are as follows:
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Technical Analysis
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Training
A training program can serve a range of diverse purposes, and
organizations initiate training programs for many different reasons.
One of the strongest need of training is to respond to challenges
presented by new technology. Customer Relationship Management
training at Angel Broking helped us to meet the challenges in current
market scenario. We came to know about maintaining long lasting
customer relationship. We were covered by Motivational speeches by
Board of directors, Product and services, Role plays, Brain storming,
Scrip designing, Back office, Different departments at Angel and the
way they execute their tasks, Research and Advisory, Wealth
management services, Value added services and healthy
discussions ,Which are as follows in detail:
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METHODS OF TRAINING
The most widely used methods of training used by
organizations are classified into two categories: On-the-Job Training
& Off-the-Job Training.
ON-THE-JOB TRAINING is given at the work place by superior in
relatively short period of time. This type of training is cheaper & less
time-consuming. This training can be imparted by basically four
methods:
Coaching is learning by doing. In this, the superior guides his subordinates & gives him/her job instructions. The superior points out
the
mistakes
&
gives
suggestions
for
improvement.
Job Rotation: - In this method, the trainees move from one job to
another, so that he/she should be able to perform different types of
tasks. E.g. In banking industry, employees are trained for both backend & front-end jobs. In case of emergency, (absenteeism or
resignation), any employee would be able to perform any type of job.
OFF THE JOB TRAINING is given outside the actual work place.
Lectures/Conferences:- This approach is well adapted to convey
specific information, rules, procedures or methods. This method is
useful, where the information is to be shared among a large number
of trainees. The cost per trainee is low in this method.
Video Clips can provide information & explicitly demonstrate skills
that are not easily presented by other techniques. Motion pictures are
often used in conjunction with Conference, discussions to clarify &
amplify those points that the film emphasized.
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Training adopted by us at AngelWe adopted a procedural training to execute our given tasks. A
procedure is a sequence of steps that must be followed to accomplish
a task. These steps may be required a certain level of knowledge or
have mental or physical skills associated with them. A procedure may
be linear, that is, progress from one step to the next until the task is
completed, or a procedure may have one or more decision points
where the student will have to decide which branch of the procedure
to follow next.
For short, simple, linear procedures, the following method of
explanation and demonstration is recommended:
a. The instructor demonstrates the entire procedure and explains
each step as it is done.
b. The instructor repeats the demonstration but has the trainee
explain what actions are occurring.
c. The trainee demonstrates the procedure and explains what he/she
is doing at each step.
d. The trainee demonstrates the procedure again so that the
instructor can check for full mastery.
The instructor continues this "progressive parts" approach until
the entire procedures is explained. It is sometimes appropriate to
combine several simpler steps during the training or address a more
complex step individually before combining it with the entire
training.
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Training Under Different DepartmentWe have been trained under following departments1-Commodities
Commodity markets are markets where raw or
primary products are exchanged. These raw commodities are traded
on regulated commodities exchanges, in which they are bought and
sold in standardized contracts.
Commodities are easy to Understand and have positive
correlation with Inflation.
The Commodity market are global in nature , hence less risk for
manipulation.
Every commodity have separate market in Itself and hence
many such market is simulated at one single screen.
The trend in one commodity not necessarily have correlation
with the trend of other.
Historically Commodities have outperformed the Stock Market .
Diversification through a different asset class.
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Softs
Cotton
Sugar
Guar
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Suggestions to Improve
There should be a fixed strategy for SIP training.
Team work should be there.
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Industry Analysis
Industry Analysis at Indian level
1. Introduction
There are two types of market in India.
MONEY MARKET
Money market is a market for debt securities that pay off in the
short term usually less than one year, for example the market for 90days treasury bills. This market encompasses the trading and issuance
of short term non equity debt instruments including treasury bills,
commercial papers, bankers acceptance, certificates of deposits, etc.
In other word we can also say that the Money Market is basically
concerned with the issue and trading of securities with short term
maturities or quasi-money instruments. The Instruments traded in the
money-market are Treasury Bills, Certificates of Deposits (CDs),
Commercial Paper (CPs), Bills of Exchange and other such instruments
of short-term maturities (i.e. not exceeding 1 year with regard to the
original maturity)
CAPITAL MARKET
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over the life of the loan. The various types of Bonds are as
follows Zero Coupon Bond: Bond issued at a discount and repaid at a
face value. No periodic interest is paid. The difference between
the issue price and redemption price represents the return to
the holder. The buyer of these bonds receives only one payment,
at the maturity of the bond.
Convertible Bond: A bond giving the investor the option to
convert the bond into equity at a fixed conversion price.
Commercial Paper: A short term promise to repay a fixed
amount that is placed on the market either directly or through a
specialized intermediary. It is usually issued by companies with
a high credit standing in the form of a promissory note
redeemable at par to the holder on maturity and therefore,
doesnt require any guarantee. Commercial paper is a money
market instrument issued normally for a tenure of 90 days.
Treasury Bills: Short-term (up to 91 days) bearer discount security
issued by the Government as a means of financing its cash
requirements.
2. SEBI
Security Exchange Board of India
SEBI & Its Role In Secondary Market
The SEBI is the regulatory authority established under Section 3 of
SEBI Act 1992 to protect the interests of the investors in securities and
to promote the development of, and to regulate, the securities market
and for matters connected therewith and incidental thereto.
Securities and Exchange Board of India constituted under the
Resolution of the Government of India in the Department of Economic
Affairs No.1 (44)SE/86, dated the 12th day of April, 1988;
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COMMODITY EXCHANGES
There are three categories:
NCDEX
MCX
NMCE
A brief description of commodity exchanges are those which
trade in particular commodities, neglecting the trade of securities,
stock index futures
and options
etc.
In the middle of 19th century in the United States, businessmen
began organizing market forums to make the buying and selling of
commodities easier. These central marketplaces provided a place for
buyers and sellers to meet, set quality and quantity standards, and
establish rules of business.
Agricultural commodities were mostly traded but as long as
there are buyers and sellers, any commodity can be traded. In 1872, a
group of Manhattan dairy merchants got together to bring chaotic
condition in New York market to a system in terms of storage,
pricing, and transfer of agricultural
products.
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Commodity
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4. NSE FAMILY
NSCCL
National Securities Clearing Corporation Ltd. (NSCCL), a
wholly-owned subsidiary of NSE, was incorporated in August 1995
and commenced clearing operations in April 1996. It was the first
clearing corporation in the country to provide notation/settlement
guarantee that revolutionized the entire concept of settlement system
in India. It was set up to bring and 9 sustain confidence in clearing
and settlement of securities; to promote and maintain short and
consistent settlement cycles; to provide counter-party risk guarantee,
and to operate a tight risk containment system. It carries out the
clearing and settlement of the trades executed in the equities and
derivatives segments of the NSE.
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IISL
India Index Services and Products Limited (IISL), a joint
venture of NSE and Credit Rating Information Services of India
Limited (CRISIL), was set up in May 1998 to provide indices and index
services. It has a consulting and licensing agreement with Standard
and Poor's (S&P), the world's leading provider of invest able equity
indices, for co-branding equity indices. IISL pools the index
development efforts of NSE and CRISIL into a coordinated whole. It is
India's first specialized company which focuses upon the index as a
core product. It provides a broad range of products and professional
index services. It maintains over 70 equity indices comprising broadbased benchmark indices, sectoral indices and customized indices.
Many investment and risk management products based on IISL
indices have been developed in the recent past. These include index
based derivatives on NSE, a number of index funds and India's first
exchange traded fund.
NSDL
Prior to trading in a dematerialized environment, settlement of
trades required moving the securities physically from the seller to the
ultimate buyer, through the seller's broker and buyer's broker, which
involved lot of time and the risk of delay somewhere along the chain.
NSE.IT
NSE.IT Limited, a 100% technology subsidiary of NSE, was
incorporated in October 1999 to provide thrust to NSEs technology
edge, concomitant with its overall goal of harnessing latest technology
for optimum business use.
It provides the securities industry with technology that ensures
transparency and efficiency in the trading, clearing and risk
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5. LISTING OF SECURITIES
The stocks, bonds and other securities issued by issuers require
listing for providing liquidity to investors. Listing means formal
admission of a security to the trading platform of the Exchange. It
provides liquidity to investors without compromising the need of the
issuer for capital and ensures effective monitoring of conduct of the
issuer and trading of the securities in the interest of investors. The
issuer wishing to have trading privileges for its securities satisfies
listing requirements prescribed in the relevant statutes and in the
listing regulations of the Exchange. It also agrees to pay the listing fees
and comply with listing requirements on a continuous basis. All the
issuers who list their securities have to satisfy the corporate governance
requirement framed by regulators.
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6. MEMBERSHIP ADMINISTRATION
The trading in NSE has a three tier structure-the trading
platform provided by the Exchange, the broking and intermediary
services and the investing community. The trading members have been
provided exclusive rights to trade subject to their continuously
fulfilling the obligation under the Rules, Regulations, Byelaws,
Circulars, etc. of the Exchange. The trading members are subject to its
regulatory discipline. Any entity can become a trading member by
complying with the prescribed eligibility criteria and exit by
surrendering trading membership. There are no entry/exit barriers to
trading membership.
7. INVESTOR GRIEVANCES
Investors are the backbone of the securities market. Protection
of their interests is paramount for NSE. In furtherance of their
interests, NSE has put in place systems to ensure availability of
adequate, up-to-date and correct information to investors to enable
them to take informed decisions. It ensures that critical and pricesensitive information reaching the exchange is made available to all
classes of investor at the same point of time.
Such price-sensitive information as bonus announcements,
mergers, new line of business, etc. received from the companies is
disseminated to all the market participants through the network of
NSE terminals all over India. Action is initiated by the Exchange
whenever any kind of price sensitive information is not provided to the
Exchange at the prescribed time by companies listed on the Exchange.
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8. DEMATERIALISATION &
REMATERIALISATION
DEMATERIALISATION
Meaning
Dematerialisation is the process by which physical certificates
of an investor are converted to an equivalent number of securities in
electronic form and credited into the investor's account with his/her
DP.
Dematerialising securities (physical holding into electronic
holding)
In order to dematerialise physical securities one has to fill in a
DRF (Demat Request Form) which is available with the DP and submit
the same along with physical certificates one wishes to dematerialise.
Separate DRF has to be filled for each ISIN Number. The complete
process of dematerialisation is outlined below:
Surrender certificates for dematerialisation to your depository
participant.
Depository participant intimates Depository of the request
through the system.
Depository participant submits the certificates to the registrar of
the Issuer Company.
Registrar confirms the dematerialisation request from depository.
After dematerialising the certificates, Registrar updates accounts
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REMATERIALISATION
The process of re-materialisation is used to convert the electronic
holding into physical holdings. If one wishes to get back his securities
in the physical form one has to fill in the RRF (Re-mat Request Form)
and request his DP for re-materialisation of the balances in his
securities account. The process of re-materialisation is outlined below:
One makes a request for dematerialisation.
Depository participant intimates depository of the request
through the system.
Depository confirms dematerialisation request to the registrar.
Registrar updates accounts and prints certificates.
Depository updates accounts and downloads details to depository
participant.
Registrar dispatches certificates to investor.
11. Auction
What is an Auction?
The Exchange purchases the requisite quantity in the Auction
Market and gives them to the buying trading member. The shortages
are met through auction process and the difference in price indicated
in contract note and price received through auction is paid by
member to the Exchange, which is then liable to be recovered from
the client.
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5Paisa.com:
5paisa is the trade name of India Infoline Securities Private
Limited (5paisa), member of National Stock Exchange and The Stock
Exchange, Mumbai. 5paisa is a wholly owned subsidiary of India
Infoline Ltd, Indias leading and most popular finance and
investment portal. 5paisa has emerged as one of leading players in ebroking space in India.
The companys brokerage is one of the lowest in the industry. It
also provides the research on commodities. Investors can benefit
from its analysis and advice available at the click of the mouse. For
those who prefer to trade the traditional way, India Infoline investor
points are available across the country.
India Infoline was founded by a group of professionals in 1995.
Its institutional investors include Intel Capital, one of the leading
technology companies in the world promoted by the UK government,
ICICI, TDA and Reeshanar. The company offers a slew of products
such as stock and derivatives broking, commodities broking and
mutual funds.
India Bulls
Indiabulls is India's leading retail financial services company
with 77 locations spread across 64 cities. Its size and strong balance
sheet allows providing varied products and services at very attractive
prices, our over 750 Client Relationship Managers are dedicated to
serving your unique needs.
Indiabulls is lead by a highly regarded management team that
has invested crores of rupees into a world class Infrastructure that
provides real-time service & 24/7 access to all information and
products. The Indiabulls Professional Network offers real-time prices,
detailed data and news, intelligent analytics, and electronic trading
capabilities, right at your finger-tips. This powerful technology is
complemented by our knowledgeable and customer focused
Relationship Managers.
Indiabulls offers a full range of financial services and products
ranging from Equities, Derivatives, Demat services and Insurance to
enhance wealth and to achieve the financial goals.
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5PAISA.COM
Trade in BSE,NSE
Trade in multicommodity exchange
Trade in national commodity exchange
Access to research and technical analysis
V-SAT, internet connectivity
Online back office, software & support
Liberal deposit, margin & exposure terms
KOTAK STREET.COM
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Easy equities
Easy mutual fund
Derivatives
Research on sms
Margin finance
Call & trade
Easy IPO over phones
SHAREKHAN.COM
Classic account
Trading on NSE
Speed trade
Speed trade plus
Single screen trading terminal
Real-time streaming quotes
Live tic-by-tic intra-day charting
Instant order/trade confirmations in the same window
Hot keys similar to a brokers terminal
Back-up facility to place trades on direct phone lines
INDIABULLS.COM
Trade in equity
Trading through terminal
Trade in derivatives
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SWOT Analysis
Introduction
SWOT Analysis is a strategic planning method used to evaluate
the Strengths, Weaknesses, Opportunities, and Threats involved in
a project or in a business venture. It involves specifying the objective
of the business venture or project and identifying the internal and
external factors that are favorable and unfavorable to achieving that
objective.
A SWOT analysis must first start with defining a desired end
state or objective. A SWOT analysis may be incorporated into
the strategic planning model. An example of a strategic planning
technique that incorporates an objective-driven SWOT analysis
is Strategic Creative Analysis (SCAN). Strategic Planning, including
SWOT and SCAN analysis, has been the subject of much research.
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SWOT-landscape analysis
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Weaknesses:
Less awareness in the market.
Time consuming process for account opening, resolving the
problems of the customers, etc.
Service quality is not maintained accordingly how they are
promoted.
Concentrate more on HNI (High Net-worth Individual)
client
employee attrition rate is high especially B.D.O. & Dealers
all branches are not working in a synchronized way
Opportunities:
Large primary market to sit as a book runner for the other
companies just like Kotak securities ltd. that runs the books
of share holdings for many companies
Slope of stock market towards delivery based transactions.
there are only 2 % to 3% peoples are investing in share
market so huge opportunities are there
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customers
June, 2008
August, 2008
November, 2007
March, 2007
December, 2006
October, 2006
September 2006
July, 2006
March, 2006
October, 2005
April, 2003
November, 2002
March, 2002
November, 1998
December, 1997
Market outlook
Provides price-sensitive information just before opening bell
and analysis its impact on the market in terms of :
Key corporate development
Policy announcement
Geo-political news & views
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Technical Analysis
Analysis trading patterns and a view on the market position of
key stocks/sectors for the next trading session
Short term (1-5 days) & medium term (10-20 days) views
Tracks individual scrip, the sensex & Nifty & other indices
Derivatives analysis report
FII activity in the F&O Segment
Change in open market
Put call ratio
Cost of carrying cost
Index- based derivative products
E-Broking
Angel Diet
Angel Anywhere
Back-Office
Online client details includes
Ledger Balance
Cash Deposits with Angel
Securities Holdings
Charges levied/Paid in the clients account
Last auction/close-outs offered
DP Holding for the last 3 transactions
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Depository Services
No physical instruction required for the clients sell obligations
Lowest transaction charges in the country
Acceptances & execution of instruction on fax
A combined monthly Bill Transaction. Holding cum Ledger
statement
Efficient Pledge Mechanism
Angel gold
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Pre-Paid Brokerage
Specialized Products
Margin Funding
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Insurance
Angel Offers
Products to meet the objectives of risk coverage .investment and
tax planning.
Assessment of your insurance needs after proper risk profiling.
A wide array of individual life cover plans to meet your
protection, savings,and retirement needs.
Mutual funds
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The client report can be accessed from any place and gives
categorical display of the ledger balance deposits and holdings.
Data Analysis
The first and simplest analytical step in data analysis is to
describe the data for example, summarize its statistical attributes
(such as means and standard deviations), visually review it using
charts and graphs, and look at the distribution of values of the fields in
your data. But data description alone cannot provide an action plan.
You must
build a predictive model based on patterns determined
from known results, then test that model on results outside the
original sample. A good model should never be confused with reality
(you know a road map isnt a perfect representation of the actual
road), but it can be a useful guide to understanding your business.
Data analysis can be used for both classification and regression
problems. In classification problems youre predicting what category
something will fall into for example, whether a person will be a good
credit risk or not, or which of several offers someone is most likely to
accept. In regression problems youre predicting a number such as the
probability that a person will respond to an offer.
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99
Derivative Report
100
No. of Customers
1
137
45
245
57
26
31
7
39
Financial Restructuring
Angel Broking Ltd. provides the service of
Restructuring. As per the survey the chart is as follows:
Financial
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Limitations
Definition of perfection differs from individuals to individuals. No
matter how meticulous one is, the study that is completely based on
102
survey.
Findings
In are, which we ware given out of 800 clients we have mostly
found that they are not interested in the financial portfolio
103
No. of respondents
Online trading
Margin funding
PMS
ANGEL GOLD
PREPAID BROKERAGE
LIFE INSURANCE (BIRLA SUN
LIFE)
MUTUAL FUND
FIXED DEPOSIT
BOND
300
50
100
30
20
20
200
500
400
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Suggestion:
From the above chart we can see that various customer
are about online trading, on the other hand few people aware about
angel gold and its prepaid brokerage services.
Company should give focus on online customer and try to give
more information about angel gold and prepaid to these existing
clients and create interest among them to take advantage of these new
services.
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BIBLIOGRAPHY
BOOK
Marketing Management
Research Methodology
Human Resource
Production and Operation
Phillip Kotler
Kooper
Aswathapa
Adam & Abert
Magazine
Value Line
Eagle Eye
Business World
NSDL
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Web Site
www.Angelbroking.com
www.sski.com
www.bseindia.com
www.nseindia.com
www.wikipedia.com
www.researchandmarket.com
www.scribd.com
www.coolavenue.com
www.hindubusinessonline.com
www.investopedia.com
www.moneybhai.com
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