A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RESPECTIVE TO RELIANCE MUTUAL FUNDS IN TIRUPATHI.

INDUSTRY PROFILE Mutual fund is a common pool of money in which investor place their contribution that is to be invested in accordance with the stated objective. The fund belongs to all the investors depending on the proportion of his contribution to the fund. A Mutual Fund is a trust that pools the savings of a number of investors who share a common financial goal. The money thus collected is then invested in capital market instruments such as shares debentures and other securities. The income earned through these investments and the capital appreciations reali!ed are shared by its unit holders in proportion to the number of units owned by them. Thus a Mutual Fund is the most suitable investment for the common man as it offers an opportunity to invest in a diversified professionally managed basket of securities at a relatively low cost.

Mutual Fund "peration Flow #hart

TYPES OF MUTUAL FUND SCHEMES A Mutual Fund scheme can be classified into open$ended scheme or close$ended scheme depending on its maturity period.

(I) Open-ended Fund/S !e"e# An open$ended fund scheme is one that is available for subscription and repurchase on a continuous basis. These schemes do not have fi%ed maturity period. &nvestors can conveniently buy and sell units at 'et Asset (alue )'A(* related prices which are declared on a daily basis. The key feature of open$ended schemes is li+uidity. (II) C$%&ed-ended Fund/S !e"e# A close$ ended fund or scheme has a stipulated maturity period e.g. ,$- years. The fund is open for subscription only during a specified period at the time of launch of the scheme. &nvestors can invest in the scheme at a time of the initial public issue and thereafter they can buy or sell the units of the scheme on the stock e%change where the units are listed. &n order to provide an e%it route to the investors some close$ended funds give an option of selling back the units to the mutual fund through periods repurchase of 'A($related prices. ./0& regulations stipulated that at least one of the two e%it routes is provided to the investor i.e. either repurchase facility or through listing on stock e%changes. These mutual fund schemes disclose 'A( generally on a weekly basis.

In'e()*$ & !e"e&# &nterval schemes combine the features of open$ended and close$ended schemes. The units may be traded on the stock e%change or may be open for sale or redemption during pre$ determined intervals at 'A( related prices. FM1s or Fi%ed maturity plans are e%amples of these types of schemes. +Y INVESTMENT O+,ECTIVE# A scheme can also be classified as growth scheme income scheme or balanced scheme considering its investment objective. .uch schemes may be open$ended or close$ended schemes as described earlier. .uch schemes may be classified mainly as follows (I) G(%-'!/E.u/'0-%(/en'ed S !e"e& The aim of growth funds is to provide capital appreciation over the medium to long$ term. .uch schemes normally invest a major part of their corpus in e+uities. .uch funds have comparatively high risks. These schemes provide different options to the investors like dividend option capital appreciation etc. and the investors may choose an option depending on their preference. The investors must indicate the option in the application form. Mutual funds also allow investors to change the options at the later date. 2rowth schemes are good. (//) In %"e/De1'-%(/en'ed S !e"e The aim of income funds is to provide regular and steady income to investors. .uch schemes generally invest in fi%ed income securities such as bonds corporate debentures government securities and money market instruments. .uch funds are less risky compared to e+uity schemes. These funds are not affected because of fluctuations in e+uity markets. 3owever opportunities of capital appreciation are also limited in such funds. 3owever long$term investors may not bother about these fluctuations. (///) +*$*n ed 2und The aim of balanced fund is to provide both growth and regular income as such schemes invest both in e+uities and fi%ed income securities in the proportion indicated in their offer documents they generally invest 456$756 in e+uity and debt instruments. 3owever 'A(s of such funds are likely to be less volatile compared to pure e+uity funds. (/)) M%ne0 "*(3e' %( $/.u/d 2und These funds are also income funds and their aim is to provide easy li+uidity preservation of capital and moderate income. These schemes invest e%clusively in safer short$

term instruments such as treasury bills certificates of deposit commercial paper and inter$bank call money government securities. 8eturns on these schemes fluctuate much less compared to other funds. These funds are appropriate for corporate and individual investors as a means to park their surplus funds for short periods. INVESTMENT PLANS There are mainly four different plans available9 :. ;. <. 4. .ystematic &nvestment 1lan ).&1* .ystematic Transfer 1lan ).T1* .ystematic =ithdrawal 1lan ).=1* Automatic 8e$investment 1lan )A81*

4. S0&'e"*'/ /n)e&'"en' p$*n (SIP) >nder this plan the investor can invest a fi%ed amount at regular intervals. The investment could be made by giving post datedche+ues in advance or by a facility of debit to the investor?s salary accounts. As the investment is made regularly the investor buys more units when the price is low and fewer units when the price is high. 5. S0&'e"*'/ '(*n&2e( p$*n (STP) This plan gives investor the facility to transfer a periodic specific amount form one scheme to another scheme of the same Mutual Fund. A transfer from one scheme will mean redemption of units from that scheme and likewise it would be considered as an investment in units of the scheme to which the transfer is made. This redemption and investment would happen at the applicable 'A(?.. 6. S0&'e"*'/ -/'!d(*-*$ p$*n (SWP) This is a plan whereby an investor can make systematic withdrawals from his fund investment accounts on a periodic basis. This facility helps him to ensure regular cash inflow@ the .=1 allows the investor to withdraw a fi%ed amount every month and credited to his bank account on a periodic basis. The amount withdrawn is treated as redemption of units by investors and the units are calculated using the applicable 'A( as specified in the offer document. 7. Au'%"*'/ (e-/n)e&'"en' p$*n& (ARP) The automatic re$investment plan allows the investors to re$invest the amount of dividend instead of receiving it in cash. This re$investment may either be in the same scheme or into other scheme of the same fund.

ADVANTAGES OF MUTUAL FUNDS

(/) P(%2e&&/%n*$ M*n*8e"en' Aualified professionals manage your money and they have research team that continuously analyses the performance and prospects of companies. They also select suitable investment to achieve the objectives of the schemes and e%pertise which will add value to your investment. These fund managers are in a better position to manage your investment and get higher returns. (//) D/)e(&/2/ *'/%n Biversification lowers your risk of loss by spreading your money across various industries. &t is a rare occasion when all the stock?s decline at the same time and in the same proportion. .ector funds will spread your investment across only one industry and it would not be wise for your portfolio to be skewed towards these types of funds for obvious reasons. (///) C!%/ e %2 S !e"e& Mutual Funds offer a variety of schemes that will suit your needs over a life time. =hen you enter a new stage in your life all you need to do is sit down with your investment advisor who will help you to rearrange your portfolio to suit your altered lifestyle. (/)) A22%(d*1/$/'0 As small investors many find that it is so not possible to buy shares of large corporations. Mutual funds generally buy and sell securities in large volumes which allow investors to benefit from lower trading costs. The smallest investor can get started on mutual funds because of the minimal investment re+uirements. Cou can invest with a minimum of 8s. ,55 in a on a regular basis.

()) T*9 +ene2/'& &nvestments held by investors for a period of :; months or more +ualify for #apital gains and will be ta%ed accordingly ):56of the amount by which the investment appreciated or ;56after factoring in the benefits of cost inde%ation whichever is lower*. These investments also get the benefits of inde%ation. ()/) L/.u/d/'0 =ith open$ended funds you can redeem all or part of your investment any time you wish and receive the current value of the shares or the 'A( related price. Funds are more li+uid than most investment in shares deposits and bonds and the process is standardi!ed making it +uick and efficient so that you can get your cash in hand as soon as possible. ()//) T(*n&p*(en 0 The performance of a mutual fund is reviewed by various publications and rating agencies making it easy for investors to compare one to the other. "nce you are part of a mutual fund scheme you are provided with regular updates for e%amples daily 'A(s as well as information on the specific investment made and the fund manager?s strategy and outlook of the scheme. ()///) We$$ Re8u$*'ed All Mutual Funds are registered by ./0& and they function within the provision of strict regulations designed to protect the interests of investors. The operations of Mutual Funds are regularly monitored by ./0&. (/9) F$e9/1/$/'0 Through features such as regular investment plans regular withdrawal plans and dividend reinvestment plans you can systematically invest or withdraw funds accordingly to your needs and convenience. (9) L%- C%&'& Mutual Funds are a relatively less e%pensive way to invest compared to directly investing in the capital markets because the benefits of scale in brokerage custodial and other fees translate into lower costs for investors.

RIS: ASSOCIATED WITH MUTUAL FUND INVESTMENT At the cornerstone of investing is the basic principle that the greater the risk you take the greater the potential reward. Typically risk is defined as short$term price variability. 0ut on a long$term basis risk is the possibility that your accumulated real capital will be insufficient to meet your financial goals. &f you want to reach your financial goals you must start with an honest appraisal of your own personal comfort !one with regard to risk individual tolerance for risk varies creating a distinct investment personality for each investors. .o whether you consider your investment temperament to be conservative moderate or aggressive you need to focus on how comfortable or uncomfortable you will be as the value of your investment moves up or down. Mainly there are four risks in the mutual fund investment. That is market risk inflation risk credit risk interest risk. TYPES OF RIS:S All investment involves some form of risk. /ven an insured bank account is subject to the possibility that inflation will rise faster than your earning leaving you with less real purchasing power than when you started )8s. :555 gets you less than it got your father when he was your age*. Through analy!ing the market can minimi!e the risk in mutual fund investment. &n these the investor should see the past performance of the scheme or which they are going to invest@ investor should know the past performance. Fund manager should analy!e the market and invest in which sector is going in growth stage. (/) M*(3e' R/&3 At times the prices or yields of all the securities in a particular market rise or fall due to broad outside influence.=hen this happen the stock prices of both an outstanding highly profitable company and a fledgling corporation may be affected. This change in price is due to market risk.

(//) In2$*'/%n R/&3& .ometimes referred to as loss of purchasing power. =henever inflation sprints forward faster than earnings on your investment you run the risk that you?ll actually be able to buy less not more. &nflation risk also occurs when prices rise faster than your returns. (///) C(ed/' R/&3 &n short how stable is the company or entity to which you lend your money when you invest. 3ow certain are you that it will able to pay the interest you are promised or repay your principal when the investment matures (/)) In'e(e&' R/&3 #hanging interest rates affect both e+uities and bonds in many ways. &nvestors are reminded that predicting which way rates wick go is rarely successful. A diversified portfolio can help in offsetting these changes. HISTORY OF THE INDIAN MUTUAL FUND INDUSTRY The mutual fund industry in &ndia started in :D7< with the formation of >nit Trust of &ndia at the initiative of the 2overnment of &ndia and 8eserve 0ank. The history of mutual funds in &ndia can be broadly divided into four distinct phases F/(&' P!*&e ; 4<=7->? >nit Trust of &ndia )>T&* was established on :D7< by an Act of 1arliament. &t was set up by the 8eserve 0ank of &ndia and functioned under the 8egulatory and administrative control of the 8eserve 0ank of &ndia. Se %nd P!*&e ; 4<>?-4<<6 (En'(0 %2 Pu1$/ Se '%( Fund&) :DE- marked the entry of non$ >T& public sector mutual funds set up by public sector banks and Fife &nsurance #orporation of &ndia )F&#* and 2eneral &nsurance #orporation of &ndia )2&#* etc . F&# established its mutual fund in Gune :DED while 2&# had set up its mutual fund in Becember :DD5. T!/(d P!*&e ; 4<<6-5@@6 (En'(0 %2 P(/)*'e Se '%( Fund&) =ith the entry of private sector funds in :DD< a new era started in the &ndian mutual fund industry giving the &ndian investors a wider choice of fund families. Also :DD< was the year in which the first Mutual Fund 8egulations came into being under which all mutual funds

e%cept >T& were to be registered and governed. The erstwhile Hothari 1ioneer )now merged with Franklin Templeton* was the first private sector mutual fund registered in Guly :DD<. F%u('! P!*&e ; &/n e Fe1(u*(0 5@@6 &n February ;55< following the repeal of the >nit Trust of &ndia Act :D7< >T& was bifurcated into two separate entities. "ne is the .pecified >ndertaking of the >nit Trust of &ndia with assets under management of 8s.;D E<, crores as at the end of Ganuary ;55< representing broadly the assets of >. 74 scheme assured return and certain other schemes. I"p%('*n' d% u"en'& Two key documents that highlight the fundIs strategy and performance are :* The prospectus )legal document* and ;* The shareholder reports )normally +uarterly*. O(8*n/A*'/%n %2 * Mu'u*$ Fund

4. Sp%n&%( The sponsor is the promoter of the mutual fund. The sponsor establishes the fund and registers the same with the ./0&. .ponsor appoints the Trustees #ustodian and the AM# with the prior approval of ./0& and in accordance with the ./0& regulation.

5. T(u&'ee& Trustees are the people within a mutual fund organi!ation who are responsible for ensuring that investors? interest in a scheme are properly taken care of. &n return for their services they are paid trustee fees which are normally charged to the scheme. 6. A&&e' M*n*8e"en' C%"p*n0 AM#s manage the investment portfolios of schemes. AM#s income comes from the management fees it charges the scheme it manages. &n order to earn the management fee an AM# has naturally to employ people and bear all the establishment costs that are related to its activity such as for premises furniture computers and other assets software development communication costs etc. These are to be met out of the management fee earned. =ithin the AM# fund managers are to ensure that schemes funds are invested to achieve the objective of the scheme and in the interest of the unit holder. The #/" in turn has to ensure that the fund managers perform this role. &n addition compliance with various rules and regulations and overall risk management are the responsibility of the Mutual Fund?s #/". 7. D/&'(/1u'%(& Bistributors earn a commission for bringing investors into the scheme of a mutual fund. This commission is an e%pense for the scheme although there are occasions when an AM# may choose to bear the cost wholly or partly. B. Re8/&'(*(& An investor?s holding in mutual fund schemes is typically tracked by the scheme?s 8egistrar and Transfer agent )8JT*. .ome AM#s prefer to handle this role in$house i.e. on their own instead of appointing an 8JT. The registrar or the AM# as the case may be maintains an account of the investor?s investment in and disinvestment from the schemes. 8e+uests to invest more money into a scheme or to redeem money against e%isting investments in a scheme are processed by the 8JT. =. Cu&'%d/*n&/ Dep%&/'%(0 The custodian maintains custody of the securities in which the scheme invests K as distinct from the registrar who tracks the investment by investors in the scheme. This ensures an independent record of the investment of the scheme. The custodian also follows up on various corporate actions such as rights bonus and dividends declared by investee companies.

COMPANY PROFILE 8eliance Mutual Fund )8MF* has been established as a trust under the &ndian Trusts Act :EE; with 8eliance capital limited )8#F* as the settlerLsponsor and 8eliance capital #o. Fimited )8#T#F* as the trustee. 8MF has been registered with the .ecurities J /%change 0oard of &ndia )./0&* vide registration number MFL5;;LD,L: dated Gune <5 :DD,. The name of 8eliance #apital Mutual Fund has been changed to 8eliance Mutual Fund effective ::th March ;554 vide ./0&Is letter no. &MBL1.1L4D,EL;554 date ::th March ;554. 8eliance Mutual Fund was formed to launch various schemes under which units are issued to the 1ublic with a view to contribute to the capital market and to provide investors the opportunities to make investment in diversified securities. 8eliance Mutual Fund a part of the 8eliance $ Anil BhirubhaiAmbani 2roup is one of the fastest growing mutual funds in the country. 8MF offers investors a well$rounded portfolio of products to meet varying investor re+uirements and has presence in :,D cities across the country. 8eliance Mutual Fund constantly endeavors to launch innovative products and customer service initiatives to increase value to investors. M8eliance Mutual Fund schemes are managed by 8eliance #apital Asset Management Fimited. 8eliance #apital Ftd. is one of &ndia?s leading and fastest growing private sector financial services companies and ranks among the top < private sector financial services and banking companies in terms of net worth. 8eliance #apital Ftd. has interests in asset management life and general insurance private e+uity and proprierity investments stock broking other financial services. Sp%n&%(9 T(u&'ee9 In)e&'"en' M*n*8e(9 S'*'u'%(0 De'*/$&9 R/&3 F* '%(&# Mutual Funds and securities investments are subject to market risks and there is no assurance or guarantee that the objectives of the .cheme will be achieved. As with any investment in securities the 'A( of the >nits issued under the .cheme can go up or down 8eliance #apital Fimited 8eliance #apital Trustee #o. Fimited 8eliance #apital Asset Management Fimited &ncorporated under the #ompanies Act :D,7.

depending on the factors and forces affecting the capital markets. 1ast performance of the .ponsorLAM#LMutual Fund is not indicative of the future performance of the .cheme. The .ponsor is not responsible or liable for any loss resulting from the operation of the .cheme beyond their initial contribution of 8s.: lakh towards the setting up of the Mutual Fund and such other accretions and additions to the corpus. The 'A( of the .cheme may be affected interalia by changes in the market conditions interest rates trading volumes settlement periods and transfer procedures. The Mutual Fund is not assuring that it will make periodical dividend distributions though it has every intention of doing so. All dividend distributions are subject to the availability of distributable surplus in the .cheme. For details of scheme features and for scheme specific risk factors please refer to the .cheme &nformation Bocument. +%*(d %2 D/(e '%(& Mr. .oumen2hosh Mr. HanuBoshi Mr. Manu #hadha Mr. .ushilTripathi Management Team CEO# Mr. .undeep.ikka 3ead /+uity &nvestments Mr. MadhusudanHela 3ead Fi%ed &ncome Mr. Amitabh Mohanty 2old .avings Fund Managers Mr. 3iren#handaria V/&/%n S'*'e"en' To be a globally respected wealth creator with an emphasis on customer care and a culture of good corporate governance. M/&&/%n S'*'e"en' To create and nurture a world$class high performance environment aimed at delighting our customers.

Re$/*n e C*p/'*$ A&&e' M*n*8e"en' L'd. 8eliance #apital Asset Management Ftd. )8#AM* is an unlisted 1ublic Fimited #ompany incorporated under the #ompanies Act :D,7 on February ;4 :DD, having its registered office at M8eliance 3ouseM near. Mardia 1la!a "ff. #.2. 8oad Ahmadabad <E5 557 and its #orporate "ffice at "ne &ndia bulls #entre Tower : Gupiter Mills #ompound E4: .enapati0apatMarg /lphinstone 8oad Mumbai $ 455 5:<. 8#AM has been appointed as the Asset Management #ompany of 8eliance Mutual Fund by The Trustee vides &nvestment Management Agreement )&MA* dated May :; :DD, and e%ecuted between 8eliance #apital Trustee #o. Fimited and 8eliance #apital Asset Management Ftd. and amended on August :; :DD- and Ganuary ;5 ;554 in line with ./0& )Mutual Funds* 8egulations :DD7*. 1ursuant to this &MA 8#AM is authori!ed to act as &nvestment Manager of the Mutual Fund. The net worth of the Asset Management #ompany based on audited accounts as on March <: ;55D is 8s. E4:.<; #rore. The Mutual Fund has launched Forty .even .chemes till date namely9

8eliance 2rowth Fund ).eptember :DD,* 8eliance &ncome Fund )Becember :DD-*

8eliance (ision Fund ).eptember :DD,* 8eliance 0anking Fund )May ;55<*

8eliance Medium Term Fund )August;555*

8eliance 8egular .avings Fund )May ;55,* 8eliance Media J /ntertainment Fund ).eptember ;554* 8eliance '8& &ncome Fund)"ctober ;554* 8eliance /+uity "pportunities Fund )February ;55,* 8eliance Fi%ed 3ori!on Fund N&& )'ovember ;55E* 8eliance &nfrastructure Fund )Gune ;55D* 8eliance Fi%ed 3ori!on Fund N )August ;55E*

8eliance Fi%ed Term .cheme )March* ;55< 8eliance 2ilt .ecurities Fund )Guly ;55<* 8eliance Monthly &ncome 1lan ;55<* 8eliance Fi%ed Maturity Fund K .eries && )April ;55,* 8eliance Fi+uidity Fund )Gune ;55,* 8eliance Fi%ed Tenor Fund )'ovember ;55,* )Becember

8eliance Fi%ed 3ori!on Fund &&& )March ;55-* 8eliance /+uity Finked .aving Fund $ .eries & )Becember ;55-

8eliance Fi%ed 3ori!on Fund (&& )Ganuary ;55E* 8eliance Money Manager Fund )March ;55-* )'ovember ;557*

8eliance 'atural 8esources Fund)Ganuary ;55E* 8eliance Fong Term /+uity Fund 8eliance Fi%ed 3ori!on Fund (&&&)March ;55E* 8eliance 0anking /%change Traded Fund )May ;55E* 8eliance Fi%ed 3ori!on Fund N& )"ctober ;55E* 8eliance Fi+uid Fund )March :DDE* 8eliance .hort Term Fund )Becember ;55;* 8eliance Biversified 1ower .ector Fund )March ;554* D/22e(en' & !e"e& /n Re$/*n e "u'u*$ 2und E.u/'0/G(%-'! S !e"e& The aim of growth funds is to provide capital appreciation over the medium to long$ term. .uch schemes normally invest a major part of their corpus in e+uities. .uch funds have comparatively high risks. These schemes provide different options to the investors like dividend option capital appreciation etc. and the investors may choose an option depending on their preferences. The investors must indicate the option in the application form. The mutual funds also allow the investors to change the options at a later date. 2rowth schemes are good for investors having a long$term outlook seeking appreciation over a period of time. 8eliance Fi%ed 3ori!on Fund && )'ovember ;557* 8eliance Fi%ed 3ori!on Fund )April ;557* 8eliance /+uity Fund )February ;557* 8eliance Ta% .aver )/F..* Fund )Guly ;55,* 8eliance Fi%ed Maturity Fund K .eries & )March ;55,* 8eliance &nde% Fund )February ;55,*O

4. Re$/*n e V/&/%n Fund

The primary investment objective of the approach.

In)e&'"en' P*''e(n

.cheme is to achieve long term growth of

capital by investment in e+uity and e+uity related securities through a research based investment

/+uity and /+uity related &nstruments $ At least 756 Bebt &nstruments K >p to <56 Money Market &nstruments $ >p to :56
In)e&'"en' O1Ce '/)e

The primary investment objective of the .cheme is to achieve long term growth of capital by investment in e+uity and e+uity related securities through a research based investment approach.
P$*n& / Op'/%n&

G(%-'! P$*n# 2rowth "ption J 0onus "ption D/)/dend P$*n#

Fund Manager9

Bividend 1ay$out "ption J Bividend 8einvestment "ption 'il

Aswani Humar

/ntry Foad9

/%it load9 :6 if redeemed or switched out on or before completion of : year from the date of allotment of units. 'il if redeemed or switched out after completion of : year from the date of allotment of units. 5. Re$/*n e T*9 S*)e( (ELSS) Fund The primary objective of the scheme is to generate long$term capital appreciation from a portfolio that is invested predominantly in e+uity and e+uity related instruments. .cheme Type9 An "pen$ended /+uity Finked .avings .cheme. In)e&'"en' P*''e(n E5$:556 in e+uity and e+uity related securities >p to ;56 in Bebt and Money Market &nstruments. In)e&'"en' O1Ce '/)e The primary objective of the scheme is to generate long$term capital appreciation from a portfolio that is invested predominantly in e+uity and e+uity related instruments. .

P$*n& / Op'/%n& G(%-'! Op'/%n

Bividend 1ay$out "ption J Bividend 8einvestment "ption Min. Additional &nvestment9 Minimum additional purchases of 8s. ,55. Fund Manager9 Aswanikumar /ntry Foad9 'il /%it Foad9 'il Minimum 8edemption Amount9 =ill be allowed only after the e%piry of the lock in period of < years. T*9 +ene2/'& &nvestment in this fund would enable you to avail the benefits under clause of .ub$section );* of .ection E5# of the &ncome$ta% Act :D7:. &nvestment madeup to 8s : lakh by the eligible investor being an &ndividual or a 3indu >ndivided Family in the scheme will +ualify for deduction under this .ection of the Act. Bividends received will be absolutely TAN F8// in the hands of investors. The dividend distribution ta% )payable by the AM#* for e+uity schemes is also '&F. De1'/In %"e S !e"e& The aim of income funds is to provide regular and steady income to investors. .uch schemes generally invest in fi%ed income securities such as bonds corporate debentures 2overnment securities and money market instruments. .uch funds are less risky compared to e+uity schemes. These funds are not affected because of fluctuations in e+uity markets. 3owever opportunities of capital appreciation are also limited in such funds. The 'A(s of such funds are affected because of change in interest rates in the country. &f the interest rates fall 'A(s of such funds are likely to increase in the short run and vice versa. 3owever long term investors may not bother about these fluctuations. Re$/*n e L/.u/d/'0 Fund The investment objective of the scheme is to generate optimal returns consistent with moderate levels of risk and high li+uidity. Accordingly investments shall predominantly be made in Bebt and Money Market &nstruments. .cheme Type9 An "pen /nded Fi+uid .cheme

In)e&'"en' O1Ce '/)e The investment objective of the scheme is to generate optimal returns consistent with moderate levels of risk and high li+uidity. Accordingly investments shall predominantly be made in Bebt and Money Market &nstruments. Minimum &nvestment9 8s , crore for all investors J in multiples of 8e : thereafter Fund Manager9 AmitTripathiJAnju /ntry Foad9 /%it Foad9 'il 'il

Re$/*n e M%n'!$0 In %"e Fund The primary investment objective of the scheme is to generate regular income in order to make regular dividend payments to unit holders and the secondary objective is growth of capital .cheme type9 "pen$ended Fund. Monthly &ncome is not assured J is subject to the availability of distributable surplus. In)e&'"en' O1Ce '/)e The primary investment objective of the scheme is to generate regular income in order to make regular dividend payments to unit holders and the secondary objective is growth of capital Minimum &nvestment )i.e. Becember 5- ;5::*9 For all plans J options 8s. ,555 J in multiples of 8e.: thereafter Fund Manager9 AmitTripathi Ashwani Humar /ntry Foad9 'il /%it Foad9 :6 if the units are redeemedLswitched out on or before completion of : year from the date of allotment of units. There shall be no e%it load after completion of : year from the date of allotment of units. G%$d S !e"e& 2old is seen as a symbol of security and a sign of prosperity. &ndian consumers consider gold jeweler as an investment and are well aware of gold?s benefits as a store of value. 2old is also recogni!ed as a form of money in &ndia a tradable li+uid asset. &t is one of the foundation assets for &ndian households and a means to accumulate wealth from a long term perspective. 2old investment has been in the culture of &ndian tradition and has been on rise amongst the modern investors as well due to the financial uncertainty and inflationary pressures.

Re$/*n e G%$d S*)/n8& Fund The investment objective of the scheme is to seek to provide returns that closely correspond to returns provided by piece of gold through investment in physical 2old )and 2old related securities as permitted by regulators from time to time*. 3owever performance of the scheme may differ from that of the domestic prices of 2old due to e%penses and or other related factors. .cheme Type9 An open ended Fund of Fund .cheme Bate of allotment9 &nception Bate9 Auarterly AA>M9 Fund Manager9 /ntry Foad9 -th March ;5:: ::th March ;5:: 8s.:4:#rores )<:L5<L;5::* 8s., 555 J in multiples of 8e.: thereafter. 3iren#handaria 'il

/%it Foad9 ;6$ &f redeemed or switched out on or before completion of : year from the date of allotment of units 'il $ &f redeemed or switched out after the completion of : year from the date of allotment of units. 0enchmark9 The .chemeIs performance will be benchmarked against the price of physical gold.

CONCEPTUAL FRAMEWOR:

"ver a century ago in small$town America before the advent of the supermarket the mall and the automobile people went to their neighborhood general store to purchase goods. The proprietor and the small staff recogni!ed the customer by name and knew the customerIs preferences and wants. The customer in turn remained loyal to the store and made repeated purchases. This idyllic customer relationship disappeared as the nation grew the population moved from the farm communities to large urban areas the consumer became mobile and supermarkets and department stores were established to achieve economies of scale through mass marketing. Although prices were lower and goods more uniform in +uality the relationship between the customer and the merchant became nameless and faceless. The personal relationship between merchant and customer became a thing of the past. As a result customers became fickle moving to the supplier who provided the desired object at lowest cost or with the most features. The last several years saw the rise of #ustomer 8elationship Management )abbreviated #8M* as an important business approach. &ts objective is to return to the world of personal marketing. The concept itself is relatively simple. 8ather than market to a mass of people or firms market to each customer individually. &n this one$to$one approach information about a customer )e.g. previous purchases needs and wants* is used to frame offers that are more likely to be accepted. This approach is made possible by advances in information technology. 8emember that #8M is an abbreviation for #ustomer 8elationship Management, not #ustomer 8elationship Marketing. Management is a broader concept than marketing because it covers marketing management manufacturing management human resource management service management sales management and research and development management. Thus #8M re+uires organi!ational and business level approaches K which are customer centric K to doing business rather than a simple marketing strategy. #8M involves all of the corporate functions )marketing manufacturing customer services field sales and field service* re+uired to contact customers directly or indirectly. The term touch points is used in #8M to refer to the many ways in which customers and firms interact. From the outside customers interacting with a company perceive the business as a single entity despite often interacting with a number of employees in different roles and departments. #8M is a combination of policies processes and strategies implemented by an organi!ation to

unify its customer interactions and provide a means to track customer information. &t involves the use of technology in attracting new and profitable customers while forming tighter bonds with e%isting ones. #8M includes many aspects which relate directly to one another9

Front office operations P Birect interaction with customers e.g. face to face meetings phone calls e$mail online services etc. 0ack office operations P "perations that ultimately affect the activities of the front office )e.g. billing maintenance planning marketing advertising finance manufacturing etc.*

0usiness relationships P &nteraction with other companies and partners such as suppliersLvendors and retail outletsLdistributors industry networks )lobbying groups trade associations*. This e%ternal network supports front and back office activities.

Analysis P Hey #8M data can be analy!ed in order to plan target$marketing campaigns conceive business strategies and judge the success of #8M activities )e.g. market share number and types of customers revenue profitability*. #ustomer relationship management )#8M* consists of the processes a company uses to

track and organi!e its contacts with its current and prospective customers. #8M software is used to support these processes@ information about customers and customer interactions can be entered stored and accessed by employees in different company departments. Typical #8M goals are to improve services provided to customers and to use customer contact information for targeted marketing. =hile the term #8M generally refers to a software$based approach to handling customer relationships most #8M software vendors stress that a successful #8M effort re+uires a holistic approach. #8M initiatives often fail because implementation was limited to software installation without providing the conte%t support and understanding for employees to learn and take full advantage of the information systems. #8M can be implemented without major investments in software but software is often necessary to e%plore the full benefits of a #8M strategy. "ther problems occur when failing to think of sales as the output of a process that it needs to be studied and taken into account when planning automation. 1roponents of #8M

software claim that it doesnIt only allow more effective ways of managing customer relationships but also more customer$centric ways of doing business. There are several different approaches to #8M with different software packages focusing on different aspects. &n general #ustomer .ervice #ampaign Management and .ales Force Automation ).FA* form the core of the system )with .FA being the most popular. OPERATIONAL CRM "perational #8M provides support to Mfront officeM business processes e.g. to sales marketing and service staff. &nteractions with customers are generally stored in customersI contact histories and staff can retrieve customer information as necessary. The contact history provides staff members with immediate access to important information on the customer )products owned prior support calls etc.* eliminating the need to individually obtain this information directly from the customer. 8eaching to the customer at right time at right place is preferable. "perational #8M processes customer data for a variety of purposes9

Managing campaigns /nterprise Marketing Automation .ales Force Automation .ales Management .ystem

An*$0'/ *$ CRM Analytical #8M analy!es customer data for a variety of purposes9

Besigning and e%ecuting targeted marketing campaigns Besigning and e%ecuting campaigns e.g. customer ac+uisition cross$selling up$selling addon$selling

Analy!ing customer behavior in order to make decisions relating to products and services )e.g. pricing product development*

Management information system )e.g. financial forecasting and customer profitability analysis*

Analytical #8M generally makes heavy use of data mining and other techni+ues to produce useful results for decision$making S*$e& In'e$$/8en e CRM .ales &ntelligence #8M is similar to Analytical #8M but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding9

#ross$sellingL>p$sellingL.witch$selling opportunities #ustomer drift .ales performance #ustomer trends #ustomer margins #ustomer alignment

C*"p*/8n M*n*8e"en' #ampaign management combines elements of "perational and Analytical #8M. #ampaign management functions include9

Target groups formed from the client base according to selected criteria .ending campaign$related material )e.g. on special offers* to selected recipients using various channels )e.g. e$mail telephone .M. post*

Tracking storing and analy!ing campaign statistics including tracking responses and analy!ing trends

C%$$*1%(*'/)e CRM #ollaborative #8M covers aspects of a companyIs dealings with customers that are handled by various departments within a company such as sales technical support and marketing. .taff members from different departments can share information collected when interacting with customers. For e%ample feedback received by customer support agents can provide other staff members with information on the services and features re+uested by customers. #ollaborative #8MIs ultimate goal is to use information collected by all departments to improve the +uality of services provided by the company.

C%n&u"e( Re$*'/%n&!/p CRM #onsumer 8elationship .ystem )#8.* covers aspects of a companyIs dealing with customers handled by the #onsumer Affairs and #ustomer 8elations contact centers within a company. 8epresentatives handle in$bound contact from anonymous consumers and customers. /arly warnings can be issued regarding product issues )e.g. item recalls* and current consumer sentiment can be tracked )voice of the customer*. HISTORY OF CRM MAR:ET 0efore :DD< #8M included two major markets :. .ales Force Automation ).FA* and ;. #ustomer .ervices )#.*. .ales Force Automation was initially designed to support salespersons in managing their touch points and to provide them with event calendars about their customers. .FA?s meaning e%panded to include opportunity management that is supporting sales methodologies and interconnection with other functions of the company such as production. The bo% below indicates the range to sales force automation capabilities currently available. S*$e& F%( e Au'%"*'/%n C*p*1/$/'/e& Contact Management9 Maintain customer information and contact histories for e%isting customers. May include point in the sales cycle and in the customer?s replenishment cycle. Activity Management9 1rovide calendar and scheduling for individual sales people Communication Management9 #ommunicate via /$mail and fa% Forecasting9 Assist with future sales goals targets and projections Opportunity Management9 Manage leads and potential leads for new customers Order Management9 "btain online +uotes and transform in+uiries into orders Document Management9 Bevelop and retrieve standard and customi!able management reports and presentation documents Sales Analysis9 Analy!e sales data

Product Configuration9 Assemble alternate product specifications and pricing Marketing Encyclopedia9 1rovide updated information about products decisions* and information about competitors prices

promotions as well as soft information about individuals )e.g. influence on buying #ompared to .FA #ustomer .ervice )#.* is an after sales activity to satisfy customers. The goal of #ustomer .ervice is to resolve internal and e%ternal customer problems +uickly and effectively. 0y providing fast and accurate answers to customers a company can save cost and increase customer loyalty and revenue. DEFINITIONS OF CRM Traditional marketing strategies focused on the four 1s )price product promotion and place* to increase market share. The main concern was to increase the volume of transactions between seller and buyer. (olume of transactions is considered a good measure of the performance of marketing strategies and tactics. #8M is a business strategy that goes beyond increasing transaction volume. &ts objectives are to increase profitability revenue and customer satisfaction. To achieve #8M a companywide set of tools technologies and procedures promote the relationship with the customer to increase sales. Thus #8M is primarily a strategic business and process issue rather than a technical issue. #8M is the broad category of concepts tools and processes that allows an organi!ation to understand and serve everyone with whom it comes into contact. #8M is about gathering information that is used to serve customersPbasic information such as name address meeting and purchase history and service and support contacts. &n a supplier relationship it might be procurement history terms and conditions or contact information. This information is then used to better serve the clients. CRM %n&/&'& %2 '!(ee %"p%nen'&# customer relationship and Management

#ustomer

CRM

8elationship #omponents of #8M

Management

#8M tries to achieve a Qsingle integrated view of customers? and a Qcustomer centric approach?. W!% /& '!e DCE /n CRMF For the purposes of discussing #8M we need to think of the customer in the broadest sense. "ur definition needs to include suppliers partners investors employees and others we deal with in our definition. /ach of these groups has specific and uni+ue re+uirements when dealing with your organi!ation. #ustomers need to be able to find out about your products and services and be able to make purchases. Cou need to track each customer?s activity in order to make offers of complimentary products and new products that you may provide. Heeping in mind that eighty percent of your business will come from twenty percent of your customersPthe E5L;5 principlePit will be important for you to know who is among the twenty percent when they visit your site. &nvestors will have needs that relate to the operation of the business and the performance of their investment. Making some of that information available on the web site will accomplish two things9 ):* investors will be better informed and they will be able to find out the information they re+uire without making specific in+uires that take time to provide@ );* investors will get the same information at the same time. .uppliers and partners want to be connected with your organi!ation. #reating special places where these strategic partners can participate is

valuable. 1roviding them with information such as product promotions press releases and advertising campaigns will build strong relationships. The customer is the only source of the company?s present profit and future growth. 3owever a good customer who provides more profit with less resource is always scarce because customers are knowledgeable and the competition is fierce. .ometimes it is difficult to distinguish who is the real customer because the buying decision is fre+uently a collaborative activity among participants of the decision$making process. &nformation technologies can provide the abilities to distinguish and manage customers. #8M can be thought of as a marketing approach that is based on customer information. T!e DEE Cu&'%"e( "nline customers are different from those who are able to contact you and deal with you directly. They have a uni+ue set of e%pectations. 2enerally they e%pect immediate service either by finding what they need on your site themselves@ or they may e%pect that the goods or services be delivered without delay. &t is also common for prospective customers to have new or different levels of understanding about your business. An e%ample of this was found by a book printing company that moved to the web to deliver a new print to need service. Their e%isting customers are those organi!ations and individuals that have books and manuscripts ready to print and simply re+uired final printing service. =hat they found was that individuals with books in progress or even those with the idea that they might want to write a book were now visiting their site. These potential customers need information about the self$publishing process before they are ready to buy services. &t is important to provide information services to satisfy their re+uirements so they will use the book printing services when they?re ready. CRM AND THE CUSTOMER LIFE CYCLE What is the customer life cycle? &t takes ten times more effort and costs ten times more money to attract a new customer than to keep an e%isting customer. This statistic alone should be enough for companies to invest in #8M. Finding customers is the first step and the faster you get through the sorting process of +ualifying prospects into customers@ the faster will be the returns. A web environment adds to this process in a very positive way. Cou can provide the means for people visiting your site to select whether they are indeed right to be customers. 2ood design and clear information will aid in this goal.

F/nd/n8 '!e Cu&'%"e( The process starts with finding customers. The &nternet allows you to attract customers in two ways9 ):* getting them to find you through search engines links and alliances with other sites@ and );* by proactively finding them and sending material electronically. The number one way people find online businesses is through search engines. There are a number of general$ purpose engines where you can be registered such as Alta(ista 2oogle CahooR and M.'. 0ecause each of the major engines works differently in the way they inde% information it is advised that companies engage a person or company that has e%perience in this activity. A knowledgeable service provider will provide you with prominent placement in the searches. To get more information about search engines you can visit www.searchengines.com or www.searchenginewatch.com. &t is also important to find the specialty search engines that focus on your specific industry. =hether you are in the oil and gas tourism or agriculture industries there are search engines that speciali!e in information focused on these markets. &t is also valuable to have your site linked from other complimentary e$businesses. Find web sites that your prospective customers visit and then re+uest a link to your site. +u/$d/n8 V*$ue 2%( '!e Cu&'%"e( 'ow that you have found your customer it is important to find ways to add value to the relationship. Heep in mind that value is in the mind of the customer. Find out what they perceive to be valuable by surveying them either online by phone or by regular mail. /ven though you are using online techni+ues do not forget the many other ways to connect with customers. "ne very successful software company allows prospective customers to register at their web site download an industry related document and then phones the prospect within two hours to make sure they received the information successfully. This techni+ue provides a further opportunity to get to know the customer and build the relationship. Afterwards the company follows up with a letter. Another way to add value is to produce newsletters that can be delivered online or by mail. 'ewsletters can be related to product or service announcements and contain general industry information. /$newsletters are simple and ine%pensive to produce and deliver. A good rule of thumb is to keep the newsletter small and to discuss only two or three concepts.

As you build the relationship with your online customer you will be able to solicit and build more profile information. &nformation about product preferences allows you to offer complimentary products or give specials on items of interest to a specific set of customers. "ne of the original and still likely the best e%amples of matching customer preferences is Ama!on.com. "nce they know what book you are searching for or have ordered in the past they suggest other related books that might be of interest. This is real value when you are searching for more information about a particular topic. "ffering learning opportunities will further solidify the relationship. >sing online forums chat groups and e$classes about the industry or your own products and services adds to the connection with your organi!ation. E&'*1$/&!/n8 L%n8-Te(" Re$*'/%n&!/p& As you gain more e%perience with online services you might use more sophisticated ways to build customer loyalty and strong relationships. 0uilding customi!ed or personali!ed sites for your customers to use will provide both added services and give customers a reason to return regularly to your e$business. Cou can see e%amples of personali!ed sites at many of the portals listed in the reference material. E-L%0*$'0 &t is easy to get customers to visit your website for the first time. &t is much more difficult to get them to return. Cou must create value for the return visitor. /nsuring you have good content can do this. #ontent can be uni+ue articles about the industry or simply links to other sources of information. #ontent can also be tools that a visitor may find useful. Many real estate sites have mortgage calculators or home buying checklists that aid customers in using the service. Acknowledging the purchasing history of a customer and thanking them for the business when they return to the site can earn loyalty. "ne way to have customers return is to provide incentives for the second or subse+uent purchases. +u/$d/n8 CRM /n'% Y%u( E-+u&/ne&& A recent study of #anadian online customers revealed that only ;56 were satisfied with the e%perience. That means E56 were dissatisfied. This dissatisfaction came as a result of a variety of problemsPfrom complicated web sites poor information web sites that simply did not work to late deliveries and in some cases no delivery at all. #ustomer satisfaction does not have to be complicated. &n fact all it really takes is good planning and keeping things as simple

as possible. &t is important to remember that an e$business is no different than a traditional business when it comes to understanding the customer and delivering to e%pectations.

Cu&'%"e( E9pe(/en e *' '!e We1 S/'e The first thing to get right is the creation of a web site that is easy for your visitors to use. &t needs to be clear concise and include content that is appropriate for your visitor?s needs. >nderstanding your customers? technology characteristics including the type of hardware software and connections they are likely to have helps in the design of the site. &f your customers are likely to have low$speed dial$up#onnections they will not be able to handle the more advanced features of some web creation systems. A site that is easy to navigate will be more valuable to your visitors. Adding a site map and using clearly marked buttons can improve navigation. 1ut yourself in the place of your customer visiting your site. Cou know what your site does and the jargon that might be on the site but does your customerS Most web site failures are a result of making assumptions about what the customers want rather than really knowing. Cu&'%"e( Se()/ e The &nternet allows you to deliver customer service on a ;4L- basis. That?s not service on the -th and the ;4th of the monthPit is service - days per week ;4 hours per day. This is a great opportunity because most of the service is self$service and does not re+uire you to have staff on duty all of the time. "nline service can be as simple as FAA?s )Fre+uently Asked Auestions* or as comple% as interactive te%t voice or video service delivered in real time. 3ere are a few ideas on how to deliver service and in what areas. Relationship The relationship between a company and its customers involves continuous bi$ directional communication and interaction. The relationship can be short$term or long$term continuous or discrete and repeating or one$time. 8elationship can be attitudinal or behavioral. /ven though customers have a positive attitude towards the company and its products their buying behavior is highly situational. For e%ample the buying pattern for airline tickets depends on whether a person buys the ticket for their family vacation or a business trip. #8M involves managing this relationship so it is profitable and mutually beneficial. #ustomer lifetime value )#F(* discussed in Appendi% # is a tool for measuring this relationship.

Management:#8M is not an activity only within a marketing department. 8ather it involves continuous corporate change in culture and processes. The customer information collected is transformed into corporate knowledge that leads to activities that take advantage of the information and of market opportunities. #8M re+uired a comprehensive change in the organi!ation and its people. .pecific software to support the management process involves9 Field service /$commerce ordering .elf service applications #atalog management 0ill presentation Marketing programs and Analysis applications.

RESEARCH METHODOLOGY NEED FOR THE STUDY# A mutual fund is a trust that pools the savings of a number of investors who share a common financial goal. Mutual fund is the most suitable for the common man as it offers an opportunity to invest in a diversified professionally managed basket of securities at a relatively low cost. &t is been observed that the studies of customer relationship management in &ndian mutual fund industry are limited and specifically about 8eliance Mutual Funds it is hardly any. The present study is taken up to through light on e%isting customer relationship management practices in mutual fund industry with the following objectives. O+,ECTIVES# To study the profile of mutual fund customers of Tirupathi. To assess the management of relationship by mutual fund company with the customers. To measure the after sales service of the companies. To compare the relationship management of different companies. PERIOD OF THE STUDY# The study has been under taken during the period of May ;5:< to Guly ;5:<. SCOPE OF THE DATA# The scope of the study is limited. .tudy covers :55 customers of 8eliance mutual fund in Tirupathi for a period of E weeks. DATA SOURCES# P(/"*(0 d*'*# 1rimary data is collected from the customers of Tirupathi through a well designed structured +uestionnaire. Se %nd*(0 d*'*# .econdary data is collected from different books maga!ines some websites and 'ews papers.

S*"p$/n8 un/'# &t includes the customers of 8eliance mutual fund of Tirupathi head +uarter. S*"p$e &/Ae# :55 8eliance mutual fund customers are taken up for the study

TOOLS G TECHNIHUES OF DATA ANALYSIS# .imple 1ercentages and 2raphical 8epresentation techni+ues are used to present the data LIMITATIONS# Time is the main limitation of the study as the project was restricted only for E weeks. The survey was restricted to Tirupathi only.

DATA ANALYSIS AND INTERPRETATION

DATA ANALYSIS AND INTERPRETATION 4. T!e Gende( %2 '!e (e&p%nden'&F Gende( Female Male Total F(e.uen 0 :; EE :55 Pe( en'*8e :;.5 EE.5 :55.5

INFERENCE# From the above table it is inferred that EE6 of the respondents are males and :;6 of the respondents are females.

5. A8e %2 '!e (e&p%nden'&F

A8e ;:$45 4:$75 Total

F(e.uen 0 -7 ;4 :55

Pe( en'*8e -7.5 ;4.5 :55.5

INFERENCE# From the above table it is inferred that -76 of the respondents belongs to the age group between ;:$45 years followed by ;46 belongs to 4:$75 years age group.

6. O up*'/%n %2 '!e (e&p%nden'&F

% up*'/%n .elf /mployed /mployee .tudents 3ome Makers Total

F(e.uen 0 ;7 4:, :; :55

Pe( en'*8e ;7.5 4-.5 :,.5 :;.5 :55.5

INFERENCE# From the above table it is inferred that 4-6 of the respondents are employees followed by ;76 are self employed :,6 are students and only :;6 are home makers.

7. In %"e 8(%up (*nnu*$$0)F

In %"e Pe( Annu" Fess than : lakh 0etween : to < lakhs 0etween < to , lakhs Total

F(e.uen 0 :E 7: ;: :55

Pe( en'*8e :E.5 7:.5 ;:.5 :55.5

INFERENCE# From the above table it is inferred that 7:6 of the respondents belongs to the income groups between : to < lakhs per annum followed by ;:6 belongs to < to , lakhs income and only :E6 belongs to less than : lakh income.

B. S/n e !%- "*n0 0e*(& 0%u *(e /n)e&'/n8 '!(%u8! Re$/*n e Mu'u*$ Fund&F

Ye*(& T: : to ; ; to 4 Total

F(e.uen 0 4< 44 :< :55

Pe( en'*8e 4<.5 44.5 :<.5 :55.5

INFERENCE# From the above table it is inferred that 446 of the respondents are investing in 8eliance Mutual Fund since : to ; years followed by 4<6 from T: year and only :<6 since ; to 4 years.

=. Re*&%n 1e!/nd /n)e&'/n8 /n Re$/*n e Mu'u*$ Fund&F

Re*&%n 8eputation of the company #onsumer friendly policies Advertisements 2ood service Total

F(e.uen 0 <5 ;; <; :E :55

Pe( en'*8e <5.5 ;;.5 <;.5 :E.5 :55.5

INFERENCE# From the above table it is inferred that <;6 of the respondents are investing in 8eliance Mutual Fund because of advertisements followed by <56 because of reputation of the company ;;6 because of consumer friendly policies and :E6 due to good service. ?. W!e'!e( u&'%"e( (e e/)e& *n0 n%'/2/ *'/%n& %( /n2%("*'/%n *1%u' ne- p(%du '& *nd e9/&'/n8 p(%du '&F

Re&p%n&e Ces 'o Total

F(e.uen 0 -5 <5 :55

Pe( en'*8e -5.5 <5.5 :55.5

INFERENCE# From the above table it is inferred that -56 respondents are getting information about new and e%isting products from the company and <56 of people are not getting any information.

>. I2 0e&I !%- %2'en 0%u (e e/)e '!e /n2%("*'/%nF

Re e/)/n8 %2 /n2%("*'/%n (ery often .ome times 8arely Total

F(e.uen 0 ;E 45 ; -5

Pe( en'*8e 45.5 ,-.: ;.D :55.5

INFERENCE# From the above table it is inferred that ,-.:6 of the respondents receive information during some times followed by 456 receive very often and only ;.D6 receive information rarely.

<. +0 -!/ ! '0pe %2 %""un/ *'/%n de)/ e 0%u (e e/)e /n2%("*'/%nF

Re e/)e In2%("*'/%n Through .M. Through phone call Through /$mail Total

F(e.uen 0 ;D ;< :E -5

Pe( en'*8e 4:.4 <;.D ;,.:55.5

INFERENCE# From the above table it is inferred that 4:.46 of the respondents receive information through .M. followed by <;.D6 through Telephone calls and ;,.-6 through /$mails. 4@. H%- &*'/&2/ed -e(e 0%u -/'! '!e %""un/ *'/%n 2(%" '!e %"p*n0F

Le)e$& 3ighly satisfied .atisfied

F(e.uen 0 ;5 45

Pe( en'*8e ;E.7 ,-.:

#an?t say Total

:5 -5

:4.< :55.5

INFERENCE# From the above table it is inferred that ,-.:6 of the respondents are satisfied with the communication from the company followed by ;E.76 are highly satisfied and :4.<6 are undecided.

44. D/d 0%u %"e * (%&& -/'! *n0 p(%1$e" -/'! Re$/*n e Mu'u*$ FundF

Re&p%n&e F(e.uen 0

Pe( en'*8e

Ces 'o Total

-< ;:55

-<.5 ;-.5 :55.5

INFERENCE# From the above table it is inferred that -<6 of the respondents are facing problems and ;-6 have no problem with 8eliance Mutual Fund.

45. I2 0e&I -!*' '0pe %2 p(%1$e"&F

P(%1$e" #ommunication is not regular #hanges in the e%isting details are not communicated

F(e.uen 0 :; :-

Pe( en'*8e :7.4 ;<.<

1roblem with .ystematic &nvestment 1lanning Total

44 -<

75.< :55.5

INFERENCE# From the above table it is inferred that among those who are facing problems with 8eliance Mutual Fund 75.<6 of the respondents are facing problems with .ystematic &nvestment 1lanning followed by ;<.<6 are suffered as the changes in the e%isting details are not communicated and :7.46 are suffered as communication is not regular.

46. W!/$e /n p(%1$e" !%- d% 0%u *pp(%* ! '!e %"p*n0F

App(%* ! #all customer care Birect =alk in /$Mail Total

F(e.uen 0 ;5 ;E ;, -<

Pe( en'*8e ;-.4 <E.4 <4.; :55.5

INFERENCE# From the above table it is inferred that when the customer are in problem <E.46 of the respondents approach the company directly followed by <4.;6 through /$mail and ;-.46 call customer care.

47. H%- %2'en 0%u 8e' 0%u( p(%1$e" &%$)edF

T(%u1$e& (ery often "ften .ome times Total

F(e.uen 0 ;4 , 44 -<

Pe( en'*8e <;.D 7.E 75.< :55.5

INFERENCE# From the above table it is inferred that problem of 75.<6 of the respondents got solved during some times followed by <;.D6 respondents? problem got solve very often and problem of 7.E6 of the respondents got solved often.

4B. W!*' /& '!e *"%un' '/"e /' '%%3 '% 8e' '!e &e()/ eF

Se()/ e T/"e &nstantly =ithin an hour 3alf a day Total

F(e.uen 0 << <5 :5 -<

Pe( en'*8e 4,.; 4:.: :<.:55.5

INFERENCE# From the above table it is inferred that 4,.;6 of the respondents are able to get the service instantly followed by 4:.:6 got within an hour and :<.-6 got the service in half$ a$day.

4=. H%- &*'/&2/ed -e(e 0%u -/'! '!e *"%un' %2 '/"e /' '%%3 '% 8e' '!e &e()/ eF

A"%un' %2 '/"e '*3en 2%( '!e &e()/ e F(e.uen 0 3ighly satisfied .atisfied #an?t say Total :4 4D :5 -<

Pe( en'*8e :D.; 7-.: :<.:55.5

INFERENCE# From the above table it is inferred that 7-.:6 of the respondents were satisfied with the amount of time it took to get the service followed by :D.;6 were highly satisfied and :<.-6 were undecided.

4?. H%- &*'/&2/ed -e(e 0%u -/'! * e&&/1/$/'0 %2 '!e &e()/ eF

A e&&/1/$/'0 %2 &e()/ e 3ighly satisfied .atisfied

F(e.uen 0 :4,

Pe( en'*8e ;<.< 7:.7

#an?t say Total

:: -<

:,.: :55.5

INFERENCE# From the above table it is inferred that 7:.76 of the respondents were satisfied with the accessibility of the service followed by ;<.<6 were highly satisfied and :,.:6 were undecided.

4>. H%- &*'/&2/ed -e(e 0%u -/'! '!e %)e(*$$ .u*$/'0 %2 &e()/ e de$/)e(edF

Hu*$/'0 %2 &e()/ e 3ighly satisfied

F(e.uen 0 :7

Pe( en'*8e ;:.D

.atisfied #an?t say Total

4D E -<

7-.: :: :55.5

INFERENCE# From the above table it is inferred that 7-.: 6 of the respondents were satisfied with the overall +uality of service delivered followed by ;:.D6 were highly satisfied and ::6 were undecided.

4<. WHICH Mu'u*$ Fund /& %n e(ned "%(e *1%u' u&'%"e(F

Op/n/%n 8eliance Mutual Fund >T& Mutual Fund .0& Mutual Fund

F(e.uen 0 ,E ;7 :4

Pe( en'*8e ,E.5 ;7.5 :4.5

3BF# Mutual Fund Total

; :55

;.5 :55.5

INFERENCE# From the above table it is inferred that ,E6 of the respondents feel that 8eliance Mutual Fund is concerned more about customers followed by ;76 feel >T& Mutual Fund :46 feel .0& Mutual Fund and only ;6 feel 3BF# mutual funds as more concerned. 5@. W!/ ! Mu'u*$ Fund p(%)/de& 1e''e( (e'u(n& '% u&'%"e(F

Op/n/%n 8MF >T& MF .0& MF 3BF# MF Total

F(e.uen 0 E: :; , ; :55

Pe( en'*8e E:.5 :;.5 ,.5 ;.5 :55.5

INFERENCE# From the above table it is inferred that E:6 of the respondents are getting better from 8eliance Mutual Fund followed by :;6 from >T& ,6 from .0& and only ;6 from 3BF# mutual fund.

54. W!/ ! Mu'u*$ Fund %"p*n0 "*/n'*/n& 1e''e( (e$*'/%n&!/pF

Op/n/%n 8MF >T& MF .0& MF 3BF# MF Total

F(e.uen 0 4, ;:E :5 :55

Pe( en'*8e 4,.5 ;-.5 :E.5 :5.5 :55.5

INFERENCE# From the above table it is inferred that 4,6 of the respondents feel that 8eliance Mutual Fund maintains better relationship with customers followed by ;-6 feel it as >T& :E6 feel it as .0& and :56 feel it as 3BF# mutual fund.

55. Cu&'%"e( %p/n/%n *1%u' &e()/ eF

Se()/ e /%cellent 2ood Average Total

F(e.uen 0 :7 4:5 -<

Pe( en'*8e ;:.D 74.4 :<.:55.5

INFERENCE# From the above table it is inferred that 74.46 of the respondents feel that service of 8eliance Mutual Fund is good followed by ;:.D6 feel as e%cellent and :<.-6 feel as average.

56. Cu&'%"e( %p/n/%n *1%u' T/"e$0 Re&p%n&e&F

T/"e$0 Re&p%n&e /%cellent 2ood Average Total

F(e.uen 0 <, <; 7 -<

Pe( en'*8e 4-.D 4<.E E.; :55.5

INFERENCE# From the above table it is inferred that 4-.D6 of the respondents feel that timely responses of 8eliance Mutual Fund is e%cellent followed by 4<.E6 feel it as good and only E.;6 feel it as average.

57. Cu&'%"e( %p/n/%n *1%u' Upd*'ed In2%("*'/%nF

Upd*'e In2%("*'/%n /%cellent 2ood Average Total

F(e.uen 0 :< 45 :-5

Pe( en'*8e :E.7 ,-.: ;4.< :55.5

INFERENCE# From the above table it is inferred that ,-.:6 of the respondents feel that update information of 8eliance Mutual Fund is good followed by ;4.<6 feel it as average and :E.76 feel it as e%cellent.

5B. W!*' %n *n *)e(*8eI /& 0%u( E9pe(/en e /n)e&'/n8 /n Mu'u*$ FundF

E9pe(/en e /%cellent (ery good 2ood Average Total

F(e.uen 0 :, 4< ;E :4 :55

Pe( en'*8e :,.5 4<.5 ;E.5 :4.5 :55.5

INFERENCE# From the above table it is inferred that 4<6 of the respondents feel that e%perience of investing in 8eliance Mutual Fund is very good followed by ;E6 feel it as good :,6 feel it as e%cellent and only :46 feel it as average.

FINDINGS :* EE6 of the respondents are males and :;6 of the respondents are females. ;* -76 of the respondents belongs to the age group between ;:$45 years followed by ;46 belongs to 4:$75 years age group. <* 4-6 of the respondents are employees followed by ;76 are self employed :,6 are students and only :;6 are home makers. 4* 7:6 of the respondents belong to the income groups between : to < lakhs per annum followed by ;:6 belongs to < to , lakhs income and only :E6 belongs to less than : lakh income. ,* 446 of the respondents are investing in 8eliance Mutual Fund since :$; years followed by 4<6 from T: year and only :<6 since ;$4 years.

7* <;6 of the respondents are investing in 8eliance Mutual Fund because of advertisements followed by <56 because of reputation of the company ;;6 because of consumer friendly policies and :E6 due to good service. -* -56 respondents are getting information about new and e%isting products from the company and <56 of people are not getting any information. E* ,-.:6 of the respondents receive information during some times followed by 456 receive very often and only ;.D6 receive information rarely. D* 4:.46 of the respondents receive information through .M. followed by <;.D6 through Telephone calls and ;,.-6 through /$mails. :5* ,-.:6 of the respondents are satisfied with the communication from the company followed by ;E.76 are highly satisfied and :4.<6 are undecided. ::* -<6 of the respondents are facing problems and ;-6 have no problem with 8eliance Mutual Fund. :;* Among those who are facing problems with 8eliance Mutual Fund 75.<6 of the respondents are facing problems with .ystematic &nvestment 1lanning followed by ;<.<6 are suffered as the changes in the e%isting details are not communicated and :7.46 are suffered as communication is not regular. :<* =hen the customers are in problem <E.46 of the respondents approach the company directly followed by <4.;6 through /$mail and ;-.46 call customer care. :4* 1roblem of 75.<6 of the respondents got solved during some times followed by <;.D6 respondents? problem got solve very often and problem of 7.E6 of the respondents got solved often. :,* 4,.;6 of the respondents are able to get the service instantly followed by 4:.:6 got within an hour and :<.-6 got the service in half$ a$day. :7* 7-.:6 of the respondents were satisfied with the amount of time it took to get the service followed by :D.;6 were highly satisfied and :<.-6 were undecided. :-* 7:.76 of the respondents were satisfied with the accessibility of the service followed by ;<.<6 were highly satisfied and :,.:6 were undecided. :E* 7-.: 6 of the respondents were satisfied with the overall +uality of service delivered followed by ;:.D6 were highly satisfied and ::6 were undecided.

:D* ,E6 of the respondents feel that 8eliance Mutual Fund is concerned more about customers followed by ;76 feel >T& Mutual Fund :46 feel .0& Mutual Fund and only ;6 feel 3BF# mutual funds as more concerned. ;5* E:6 of the respondents are getting better from 8eliance Mutual Fund followed by :;6 from >T& ,6 from .0& and only ;6 from 3BF# mutual fund. ;:* 4,6 of the respondents feel that 8eliance Mutual Fund maintains better relationship with customers followed by ;-6 feel it as >T& :E6 feel it as .0& and :56 feel it as 3BF# mutual fund. ;;* 74.46 of the respondents feel that service of 8eliance Mutual Fund is good followed by ;:.D6 feel as e%cellent and :<.-6 feel as average. ;<* D6 of the respondents feel that timely responses of 8eliance Mutual Fund is e%cellent followed by 4<.E6 feel it as good and only E.;6 feel it as average. ;4* ,-.:6 of the respondents feel that update information of 8eliance Mutual Fund is good followed by ;4.<6 feel it as average and :E.76 feel it as e%cellent. ;,* 4<6 of the respondents feel that e%perience of investing in 8eliance Mutual Fund is very good followed by ;E6 feel it as good :,6 feel it as e%cellent and only :46 feel it as average.

SUGGESTIONS #ompany may concentrate much on after sales service as majority of the customers are facing one or more problems especially with systematic investment planning. As advertisement and brand reputation are more concerned for majority of the customers while investing a 8eliance mutual fund company may design and deliver create and attractive advertisement thereby increasing the reputation of the brand.

+I+LIOGRAPHY

WE+SITES#
www.reliancemutualfund.com www.amfiindia.com www.moneycontrol.com www.sebi.com

NEWS PAPERS# Times of &ndia The 3indu +OO:S# S.NO 4 5 TITLE OF +OO: Marketing Management Marketing Management AUTHOR Br...F.(arshney Br...F.2uptha 1hilip Hotler and Heller EDITION Third Thirteenth PU+LISHERS .ulthanchand and sons 1earson

Hue&'/%nn*/(e 'ame :. 2ender ;. Age <. "ccupation .elf /mployed 4. &ncome group )annually* /mployee .tudents 3ome Makers 9 UUUUUUUUUUUUUUUUUUUUUU 9 UUUUUUUUUUUUUUUUUUUUUUUU 9 UUUUUUUUUUUUUUUUUUUUUU #ontact no 9 UUUUUUUUUUUUUU

Fess than : lakh

between : to < lakhs

between < to , lakh

above , lakhs

,. .ince how many years you are investing through 8eliance Mutual FundsS T: :$; ;$4 above , years

7. =hat is reason behind investing 8eliance Mutual FundsS 8eputation of the company Advertisements consumer friendly policies 2ood service any otherUUUUUUUUUUUUUUU

COMMUNICATION WITH CUSTOMERS# -. Bo you receive any notifications or information about new products and e%isting productsS Ces 'o

E. &f yes how often do you receive the informationS (ery often .ome times can?t say rarely

D. 0y which type of communication device you receive informationS Through .M. through phone call through /$mail othersUUUUUUUUUUUUUUUU

:5. 3ow satisfied were you with the communication from the companyS 3ighly satisfied AFTER SALES SERVICE# ::. Bid you come across any problem with 8eliance Mutual FundS Ces 'o satisfied can?t say dis satisfied

:;. &f yes what type of problemsS

#ommunication is not regular communicated .&1 )systematic investment planning*

#hanges in the e%isting details are not

otherUUUUUUUUUUUUUUUUUUUUUUUU

:<. =hile in problem how do you approach the companyS #all customer care direct walk in /$mail otherUUUUUUUUUUUUUUUUU

:4. 3ow often you get your problem solvedS (ery often sometimes can?t say rarely

:,. =hat is the amount time it took to get the serviceS &nstantly within an hour half a day one day

:7. 3ow satisfied were you with the amount of time it took to get the serviceS 3ighly .atisfied .atisfied can?t say Bissatisfied

:-. 3ow satisfied were you with accessibility of the serviceS 3ighly .atisfied .atisfied can?t say Bissatisfied

:E. .atisfied with the overall +uality of service deliveredS .trongly agree agree can?t say disagree

COMPARISION OF CRM PRACTICIES# :D. =3&#3 Mutual Fund is concerned more about customersS 8eliance Mutual Fund Fund >T& Mutual Fund .0& Mutual Fund 3BF# Mutual

;:. =hich Mutual Fund provides better returns to customersS 8eliance Mutual Fund Fund ;:. =hich Mutual Fund company maintains better relationshipS 8eliance Mutual Fund Fund ;;. #ustomer opinion about .erviceS /%cellent (ery 2ood 2ood Average >T& Mutual Fund .0& Mutual Fund 3BF# Mutual >T& Mutual Fund .0& Mutual Fund 3BF# Mutual

;<. #ustomer opinion about Timely responseS /%cellent (ery 2ood 2ood Average

;4. #ustomer opinion about >pdated informationS /%cellent (ery 2ood 2ood Average

;,. =hat on an Average is your /%perience investing in Mutual FundS /%cellent (ery 2ood 2ood Average