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BONAFIDE CERTIFICATE

Certified that this project report CUSTOMER RELATIONSHIP MANAGEMENT in RELIGARE SECURITIES with SPECIAL REFERENCE TO EQUITY is the bonafide work of RAVINDER A! "IN#$% who carried o&t the project work &nder an' "&per(ision)

"I#NAT*RE Mrs. Alka Arora Head of Management Department

"I#NAT*RE Mr. Deepak Gupta PROJECT GUIDE

"I#NAT*RE
Mrs. Ramandeep aur CE!TRE HEAD

AC+NO,!ED#E-ENT
An" person #an ne$er do %ork of t&'s nature alone. T&'s formal p'e#e of a#kno%ledgement ma" not (e suff'#'ent to e)press t&e feel'ng of grat'tude and affe#t'on for t&ose %&o %ere asso#'ated %'t& t&e pro*e#t and %'t&out %&ose #o+operat'on and gu'dan#e t&'s pro*e#t #ould not &a$e (een #ondu#ted properl". It 's a matter of great pleasure for me 'n su(m'tt'ng t&e pro*e#t report on C&sto.er Re/ationship -ana0e.ent% in Re/i0are "ec&rities with "pecia/ Reference to E1&it' 'n t&e part'al fulf'llment of t&e re,u'rement of m" #ourse -rom *N2AB TEC$NICA! *NIVER"IT34 2A!AND$AR)% mem(ers for t&e su##essful #omplet'on of m" pro*e#t. M" f'rst %ord of t&anks goes to -r) #&rpreet Rattan4 .ran#& Manager/ Rel'gare 0e#ur't'es/ -ero1e Gand&' Market/ 2ud&'ana for g'$'ng me an e)#ellent #&an#e to undergo tra'n'ng 'n a reputed and prest'g'ous (rokerage f'rm of Ind'a. I am furt&er/ 'n deep grat'tude to 0en'or Relat'ons&'p Manager for &'s k'nd support and gu'dan#e 'n mars&all'ng m" kno%ledge to t&e s&ap'ng of and t&e (e#om'ng of t&e pro*e#t 3 ot&er staff mem(ers of Rel'gare for t&e'r k'ndness and $alua(le gu'dan#e and ass'stan#e/ %&'#& &elped me 'n t&e #omplet'on of m" Tra'n'ng. It 's m" profound pr'$'lege to t&ankfull" a#kno%ledge t&e 'nsp'r'ng #o+operat'on e)tended to me (" all t&e staff

REFACE
.

C&sto.er Re/ationship -arketin0% in Re/i0are "ec&rities with "pecia/ Reference to E1&it'


Ma'n a'm of t&e Pro*e#t 's to stud" &o% to (u'ld a long term relat'ons&'p %'t& t&e #ustomer and to stud" t&e effe#t of CRM pra#t'#es offered (" Rel'gare %&'le mak'ng pur#&as'ng de#'s'on of produ#ts. M" Pro*e#t %ork 's d'$'ded 'nto follo%'ng parts %&'#& are as under

4. O(*e#t'$e 5. E)e#ut'$e 0ummar" 6. Produ#t Deta'l 7. Relat'ons&'p Market'ng 8. Re$'e% of 2'terature 9. Met&odolog" :. Data anal"s's 3 Interpretat'on ;. -'nd'ng 3 Re#ommendat'ons <. Con#lus'on 4=. Anne)ure 44. .'(l'ograp&" 45. >uest'onna're

AB"TRACT
T'tle of t&e Pro*e#t? T&'s pro*e#t 's (ased on t&e stud" of @Customer Relat'ons&'p ManagementA 'n Rel'gare 0e#ur't'es %'t& spe#'al referen#e to E,u't" and t&e $ar'ous met&ods used for #olle#t'ng data and t&e'r sour#es/ 'n#lud'ng l'teratures sur$e" done/ dra%'ng 'nferen#es from t&e learn'ng so far.

!ame of t&e 0tudent Roll !o Ma*or 0u(*e#t

? ? ?

Ra$'nderpal 0'ng& 455=788==<= -'nan#e MR. Deepak Gupta 3 &e 's a Prof. and Management -a#ult"

!ame 3 Des'gnat'on of Pro*e#t Gu'de

Degree to (e a%arded

Master of .us'ness Adm'n'strat'on BM.AC

Dear of a%ard of degree Total Pages In Pro*e#t !ame of Un'$ers't"

? ? ?

5=46 :< pages Pun*a( Te#&n'#al Un'$ers't" Jaland&ar

0'gnature of Pro*e#t Gu'de

0'gnature of t&e 0tudent

TAB!E OF CONTENT" !ist of Tab/es


TO IC

5) E6EC*TIVE "*--AR3 7) "*--AR3 IND*"TR3 ROFI!E CO- AN3 ROFI!E OR#ANI"ATION "TR*CT*RE 9) OB2ECTIVE ;) ROD*CT DETAI!" "$ARE" < E=*IT3 > -*T*A! F*ND" DEAIVATIVE < F?O > CO--ODIT3 TRADIN# ORTFO!IO -ANA#E-ENT "ERVICE" B) RE!ATION"$I -AR+ETIN# A) REVIE, OF !ITERAT*RE C) -ET$ODO!O#3 8) DATA ANA!3"I" ? INTER RETATION :) FINDIN# ? RECO--ENDATION 5@)CONC!*"ION 55)ANNE6*RE BIB!IO#RA $3 =*E"TIONNAIRE

A#E NO 5 8

5: 7@ 75 7; 7A 78 7: 9@ B@ B7 BA C7 C; CB