Ketan Sip

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
A SUMMER INTERSHIP REPORT ON (CUSTOMER RELATIONSHIP MANAGEMENT)
Submitted to L.J.Institute of management Studies
In requirement of partial fulfillment of Masters of Business Administration (MBA) 2 year full time Program of Gujarat Technological University
Submitted on: 24th july-10 Submitted by: Ketan Chomal Roll No.;-13
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD
Certificate
It is hereby certified that the work incorporated in the thesis submitted entitled Customer Relationship Management submitted by Ketan Chomal comprises the result of independent and original investigation carried out me. The material which obtained (and used) from other sources has been duly acknowledged in the thesis.
Date: Place: Ahmedabad Signature of the student
It is certified that the work mentioned above is carried out under my guidance. Date: Place: Signature of the faculty guide
ACKNOWLEDGEMENT
I am highly obliged to the RELIANCE COMMUNICATIONS INFRA STRUCTURE LTD. for kindly giving me the permission of getting trained and providing me all that information that is required to have. I am also really thankful to L.J. Institute of Management Studies(M.B.A. Department) for giving me all kind of support required for completion of my project report and thanks the Gujarat Technological University for including final training as a part of syllabus for M.B.A. Thus I heartily thank both these institutions that gave me the privileged opportunity to carry on the project and to realize the potential which was tilled now hidden within myself. I also express my great indebtedness to the faculty members of L.J.I.M.S. for their continuous support and especially to my project guide Prof. KUMAR RAMCHANDANI for their kind cooperation and fruitful suggestion over the period of time that has helped me cultivate better professional skills. And I obviously am very thankful to Mr. SMIT SHAH (G.M.- Revenue Assurance) Mr. SANJAY KOHLI (Sr. Manager Enterprise - RA Dept.) Mr. FAREED SOUDAGAR (Manager Enterprise - RA Dept.) and Mr. AMIT GOSAI (Deputy. Manager Commercial Dept.)
Who are the project guide in the Reliance Communication and the whole staff without whose support I really would not have been in a position to carry out this project so successfully.
Date: Place: - Ahmedabad
Thank You
KETAN CHOMAL
TABLE OF CONTENT
Serial No. 1 2 Chapter Title Executive Summary Introduction to project 2.1 History of telecommunication sector in India 2.2 History of Reliance Communication 2.3 Customer Relationship 3 Management Literature Review 3.1 Reliance ADA Group 3.2 An overview of current 4 market scenario Study of Industry 4.1 Reliance Communication differ 4.2 Profile of Reliance Communication 4.3 Vision, Mission & Values 4.4 Brief idea of products 4.5 CRM in Reliance 5 6 7 8 9 10 Communication Objective & Problem Statement Research & Methodology Data Analysis & Interpret Conclusion & Recommendation Limitation Of Study Notes & Reference Annexure Page No 5
1) EXECUTIVE SUMMARY
The world is waiting at our doorsteps, waiting for us to open the gates to an economy bubbling with opportunities. The India growth story has already got the world to sit up and take a note of
the changing economic scenario. The Indian government is doing everything that is possible to ensure that this story remains intact. Factor, like the liberalization in the government stance and the daring Entrepreneurs of the Indian soils, have helped the sector achieve the like never before. And currently, the flavor of the month seems to be the telecom industry. The telecom industry is one of the fastest growing industries in India. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA, with a growth rate of 45%. Indian telecom industry has the highest growth rate in the world. So in telecom industry there are huge competition seems. For growth and situation maintain industry have a great relation with customers. Customer Relationship Management (CRM) is to create a competitive advantage so as to have better result. The best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers. As you make a strong link with the customers they become loyal. In Reliance Communication Revenue Assurance Dept is as CRM. They bond with customer at each step of process. They provide all the facilities at right time. Most of the business of Reliance comes from existing customers. Customer Relationship Manager build a bridge between organization and customers. Here in Reliance communication customers are often faced by CRM at each level of process. They identify their expectations; provide better services as much as possible. During my summer training I got opportunity meet corporate customers. My main work was to collect TDS certificate. There is whole process in RA department by which CRM and Customers can attach.
2) INTRODUCTION TO PROJECT
2.1) HISTORY OF TELECOM SECTOR IN INDIA

The telecom industry is one of the fastest growing industries in India. India has nearly 200 million telephone lines making it the third largest network in the world after China and USA.
With a growth rate of 45%, Indian telecom industry has the highest growth rate in the world. History of Indian Telecommunications started in 1851 when the first operational land lines were laid by the government near Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883 telephone services were merged with the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the government's Ministry of Communications. Telecom sector was considered as a strategic service and the government considered it best to bring under state's control.
The first wind of reforms in telecommunications sector began to flow in 1980s when the private sector was allowed in telecommunications equipment manufacturing. In 1985, Department of Telecommunications (DOT) was established. It was an exclusive provider of domestic and longdistance service that would be its own regulator (separate from the postal system). In 1986, two wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas.
In 1990s, telecommunications sector benefited from the general opening up of the economy. Also, examples of telecom revolution in many other countries, which resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in opening up of telecom services sector for the private sector. National Telecom Policy (NTP) 1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications
sector. In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as a regulator to facilitate the growth of the telecom sector. New National Telecom Policy was adopted in 1999 and cellular services were also launched in the same year. Telecommunication sector in India can be divided into two segments: Fixed Service Provider (FSPs), and Cellular Services. Fixed line services consist of basic services, national or domestic long distance and international long distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of revenues from basic services. Private sector services are presently available in selective urban areas, and collectively account for less than 5 per cent of subscriptions. However, private services focus on the business/corporate sector, and offer reliable, high- end services, such as leased lines, ISDN, closed user group and videoconferencing. Cellular services can be further divided into two categories: Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodafone-Hutch, and Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Opening up of international and domestic long distance telephony services are the major growth drivers for cellular industry. Cellular operators get substantial revenue from these services, and compensate them for reduction in tariffs on airtime, which along with rental was the main source of revenue. The reduction in tariffs for airtime, national long distance, international long distance, and handset prices has driven demand.
Telecom Subscription Data as on 30th June 2010 Total Telephone subscriber base reaches 671.69 Million Wireless subscription reaches 635.51 Million Wire line subscription declines to 36.18 17.98 Million new additions in wireless
Overall Tele-density reaches 56.83 Broadband subscription is 9.45 million
The number of telephone subscribers in India increased to 671.69 Million at the end of June-2010 from 653.92 Million in May-2010, thereby registering a growth rate of 2.72%. With this, the overall Tele-density in India reaches 56.83 Wireless Segment (GSM, CDMA & FWP) Wireless subscriber base increased from 617.53 Million in May-2010 to 635.51 Million at the end of June-2010 registering a growth of 2.91%. Wireless Teledensity stands at 53.77. Wireless Service: A. Service Providers share in net additions during the month of June-2010
18 16 14 12 10 8 6 4 2 0 vodafone reliance unitech Videocon sistemen MTNL idea Hfcl tata bharti aircel Loop Bsnl stel elisalet
Series1
company % unitech 5.62
bharti 16.69 Bsnl 5.62
reliance 15.76 Videocon 3.05
vodafone 15.09 sistemen 2.6
tata 12.94 Hfcl 0.82
idea 12.01 stel 0.52
aircel 8.9
Histories of Indian Telecommunications are as follows :
1902 - First wireless telegraph station was established between Saugor Islands and Sandheads. 2) 1907 - First Central Battery of telephones was introduced in Kanpur. 1913-1914 - First Automatic Exchange was installed in Shimla. 4) July 23, 1927 - Radiotelegraph system was established between the UK and India, with important stations at Khadki and Daund, which were inaugurated by Lord Irwin by exchanging greetings with the King of England. 5) 1933 - Radiotelephone system was inaugurated between the UK and India. 1953 - A 12 channel carrier system was introduced in the nation. 1960 - First subscriber trunk dialing route was commissioned between Kanpur and Lucknow. 1975 - First PCM system was commissioned between Mumbai City and Andheri telephone exchanges. 9) 1976 - First digital microwave junction was introduced.
1979 - First optical fiber system for local junction was commissioned at Pune. 1980 - First satellite earth station for domestic communications was established at Secunderabad. 12) 1984 - C-DOT was established for indigenous development and production of digital exchanges. 13) 1985 - First mobile telephone service started on non-commercial basis in Delhi.
2.2) HISTORY OF RELIANCE COMMUNICATION

The second son of a school teacher, Dhirubhai was born in 1932 in the village of Chorwad in Gujarat in circumstances that can best be described as modest. Driven by hardship and want, he had to drop out of school early. In 1949, at the age of 17, he went to Aden (now Yemen) in search of opportunity, and worked as a dispatch clerk for A. Besse & Co. A couple of years later, the company became a distributor for Shell products and Dhirubhai was promoted to manage the companys oil-filling station at the port of Aden. It was here that he dreamed of setting up and owning a refinery, which he later realized with his petrochemicals venture. He returned to India in 1958 to launch his first business venture, a spice trading company named Reliance Commercial Corporation. In 1962, Dhirubhai identified an emerging opportunity in yarn trading and shifted to the new business. Three years later, he changed the name of his company to Reliance Textile Industries Limited. In 1966, he purchased land in Naroda, Gujarat, to set up a textile mill. In 1975, a technical team from the World Bank recognised the Naroda mill as one of the best composite textile mills in India and certified it as excellent even by developed country standards. In 1977, the company went public. At the time of the Reliance Textiles IPO, participation in the Indian capital markets was largely limited to a small but influential elite which dabbled in a handful of stocks. The great majority of Indias middle class chose to stay away. Dhirubhais decision to prefer the capital markets over banks as the primary source of funding for his ambitious expansion plans, was as daring as it was unprecedented. In the event, The Reliance IPO was an unlikely success. Against all odds, Dhirubhai managed to convince a sufficiently large number of sceptical middle class investors to put their money, and faith, in what was then a small, relatively unknown company. The subsequent growth and success of Reliance and its philosophy of generously rewarding shareholders rapidly gave Dhirubhai an iconic status in the Indian financial markets. Under Dhirubhais charismatic leadership, the Annual General Meetings (AGM) of Reliance took on the character of large public spectacles. Typically held in large public arenas, and attended by thousands of adoring shareholders, the Reliance AGM became a day to remember in the annual corporate calendar of India. In 1986, the Reliance AGM held in Cross Maidan, Mumbai, was attended by as many as 30,000 stockholdersa record in Indias corporate history. By the mid-80s, Dhirubhai had become something of a living legend, widely hailed by peers and critics alike as one of the greatest corporate visionaries in the history of postIndependent India.
But Dhirubhai was never one to rest on his laurels. In the early 80s, he had taken the first important step in strategic backward integration for Reliance with the commissioning of the Patalganga plant which initially manufactured polyester filament yarn and polyester staple fibre. In 1991, he set up Reliance Hazira, for the manufacture of petrochemicalsthe next link in the backward integration chain. At the time, Reliance Hazira represented the single largest investment made by a private sector group in India at a single location. Meanwhile, Dhirubhai had firmed up plans of setting up a massive grassroots refinerythe next big leap in his overall strategic roadmap for Reliance. Conceived as the worlds largest grassroots refinery at the time, Jamnagar in Gujarat was to have an annual capacity of 27 million tonnes. In the face of formidable challenges, including a massive cyclone that flattened the project site mid-way through construction, Reliance commissioned the Jamnagar facility in 1999. It was a fully integrated refinery, complete with a dedicated port and a captive supply of power. The refinery was not only commissioned ahead of schedule, but also set up at a cost that was significantly lower than the prevailing global benchmark for a project of such magnitude. It was one of Dhirubhais great dreams in life to see ordinary Indians enjoy the enormous economic benefits of being able to access affordable yet world class telecommunications infrastructure. He wanted Reliance to spearhead a communications revolution that would dramatically cut down the cost of connectivity, and propel India into the digital age. His ultimate ambition: To make the cost of a phone call cheaper than that of a post card. It was therefore entirely logical for Reliance to enter the telecommunications space when the sector was opened up for private participation in the 1990s. The rest, as they say, is history. Today, Reliance Communications is Indias largest information and communications services provider with over 20 million subscribers, and offers
the full range of integrated telecom servicesat prices that are, by far, the lowest anywhere in the world. Dhirubhai left for his heavenly abode on July 6, 2002.
RELIANCE COMMUNICATION LTD.
BUSINESS OF RELIANCE COMMUNICATIO N
ENTERPRIZE
SHARED SERVICE
NETWORK
RELIANCE WORLD
PERSONAL
2.3) CUSTOMER RELATIONSHIP MANAGEMENT

Business is all about managing the relationships it has with its customers. The better the relationship with the customers the more successful the business will be. In CRM we use available technology and a customer focused strategy hand in hand to manage the day to day contacts with customers to achieve this. Customer Relationship Management is one of the newest innovations in customer service today. CRM stands for customer relationship management and helps the management and customer service staffs cope with customer concerns and issues. CRM involves gathering a lot of data about the customer. The data is then used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM Customer Relationship Management systems are a great help to the management in deciding on the future course of the company. Definition
Customer Relationship Management is the process of managing detailed information about individual customers and carefully managing all customer TOUCH POINTS to maximize customer loyalty. As mentioned, there is much data needed for the CRM system to work. For example In Reliance Communication o Receipt No- B00015759944 o Receipt Date- 08.09.2009
o CoCd-RICL
o CBOC Code- 5930

o Circle-Gujarat
o Entered By- altaf lokhandwala o CAF- 100000102199295

o Customer Name- Rajshree Polyfil Ltd

o o o Type-corporate City-Noida Cluster-Ahmedabad
o CAF Date- 18.11.2009 o BAN No.- 100000102199295 o MDN- 110100132572700 o BILL NO.- 281827325427 o AMOUNT- 156786
Customer relationship management enables companies to provide excellent realtime customer service through the effective use of individual account information,
CRM includes:
Identify your prospects and customers. Differentiate customers in terms of their needs their value to your company. Interact with individual customers to improve your knowledge about their individual. Needs and build stronger relationship. Customize products, services, and message to each customer. Reducing the rate of customer defection. Increasing the longevity of the customer relationship. Enhance the growth potential of each customer. Focusing disproportionate effort on high-value customers.
3) LITERATURE RIVIEW
3.1) RELIANCE ADA GROUP

The Reliance Anil Dhirubhai Ambani Group is among Inidas top three private sector business houses on all major financial parameters, with a market capitalization of Rs.3,25,000crores (US $ 81 billion), net assets in excess of Rs.1,15,000 crores (us $ 29 billion), and net worth to the tunes of Rs.55,000 crores (US $ 14 billion) Across different companies, the group has a customer base of over 100 million, the largest in India, and a shareholder base of over 12 million, among the largest in the world. Through its products and services, the Reliance ADA Group touches the life of 1 in 10 indian every single day. It has a business presence that extend to over 20000 towns and 4.5 lakhs villages in indi, and 5 continents across the world
RELIANCE ADA GROUP
COMMUNI CATION
ENERGY
CAPITAL
ENTERTAI NTMENT
INFRASTR UCTURE
WIRE -LESS
GENER ATION
MUTUL FUND
ADLABS
NATURAL RESOURCE S
BROAD BAND
TRANS MISSION
LIFE INSURANE
RADIO
HEALTH CARE
WEB WORLD
DISTRI BUTION
GENERAL INSU RANCE
MUDRA COMMUNICATION
GLOBAL BUSI- NESS
POWER TRADING
R TRADE
INFO STREAM
NIS SPARTA
3.2) AN OVERVIEW OF CURRENT MARKET SCENARIO

Reliance Communications (formerly Reliance Communications Ventures) is one of India's largest providers of integrated communications services. The company has More than 20 million customers and serves individual consumers, enterprises, and Carriers, providing wireless, wire line, long distance, voice, data, and internet Communications services through a number of operating subsidiaries. The company Sells communications and digital entertainment products and services through its Chain of Reliance Web World retail outlets. The company's Reliance Infocomm Subsidiary provides wireless communications services throughout India. Reliance Communications is part of the Reliance - Anil Dhirubhai Ambani Group. The current network expansion undertaken by Reliance is the largest wireless network expansion undertaken by any operator across the world. It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and Wire line) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and Communication) value chain, including infrastructure and services for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India communicates and Networks, truly bringing about a new way of life. We will leverage our strengths to execute complex global-scale projects to facilitate. Leading-edge information and communication services affordable to all individual Consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable Millions of India's knowledge workers to deliver their services globally.
Reliance
Communications'
wireless subscriber base grew to over 28 mn last fiscal,

registering a 60% growth. This makes it one of the top two wireless operators in India. "Economic growth in the future will be indexed to connectivity of millions of enterprise and individual customers. Over the next few years, we will have over 100 million customers, making us one of the top 5 telecom players in the world. In four years, we put up a total of 14,000 towers across the country. This year alone we will add 23,000 more towers. Our wireless network is currently available in 10,000 towns. By the end of this year, it will be available in over 23,000 towns and 600,000 villages," Anil Ambani said at the first annual general meeting of Reliance Communications since the re-organization of the Reliance Group in June 2005. "In four years of operations, we invested around Rs 32,000 crore. This year alone we will invest over Rs 20,000 crore. At the end of this year, we will have covered over 90% of our population. If Version 1.0 of the Indian telecom story was all about affordability, Version 2.0 will be about reach. Our Network expansion will give us the power to drive the market and stay ahead of the curve," Ambani adds. According to Ambani, the financial restructuring of Reliance Communications is the biggest turnaround story in the history of corporate India. The inherited ownership structure of Reliance Communications was complex. The reorganization has yielded a simple, fair, and transparent ownership structure, and given Reliance Communications 100% ownership of all operational and associate companies. Reliance Communications is now among the three most valuable private sector companies in India, and the five most valuable telecom companies in Asia. In the current 12 Fiscal, Reliance Communications will spend Rs 16,000 crore to further expand and strengthen its network coverage across India and the rest of the world. In addition to organic growth, Reliance Communications will leverage the advantages derived from this impressive financial platform to explore and pursue any significant opportunities available in the telecommunications sector. "We are currently evaluating a number of inorganic opportunities in select international markets to further expand our footprint," Ambani said. Reliance Communications One India, One Tariff plan allowed millions to connect across India at just one rupee a minute. The company was the first one to break the Rs 1,000 entry-barrier with the launch of the lowest-cost classic brand handset at Rs 777. As per its expansion plan, Reliance Communications will have the single largest wireless network in the world, covering over 900 mn Indians or more than 15% of the global population. It will cover 23,000 towns or every single Indian habitation with a population of over 1,000. Reliance Communications will
cover almost 100% of all rail routes, providing seamless voice, video, radio, and Internet connectivity to 14 mn commuters every day. It will also cover almost 100% of all national highways, and 84% of all state highways, giving millions of users the power to talk, text, surf, play, chat or simply stay in touch across nearly the entire length of India's 2,00,000-km-long road network. Having achieved tremendous growth, the main challenge for Reliance Communications is to improve quality of service and ARPU. Its enterprise business is also not in a position to Compete with the global majors. Stock market valuations may boost the fortunes of an entrepreneur, but Ambani needs to address the issues faced by the growing mobile customer base, especially in India, where bureaucracy takes pride in checking the businessman.
Achiever's Pride
o Undertook financial restructuring of Reliance communications o To spend Rs 16,000 crore to expand and strengthen network coverage o After expansion, Reliance Communications will have the single largest wireless Network in the world o Launched the lowest-cost classic brand handset at Rs 777 o Subscriber base grew to over 28 mn during last fiscal, registering 60% growth o Total Revenue shot up to Rs 14,468 crore, an increase of 34% o Net Profit rises to Rs 3,163 crore, an increase of over 600% o Revenues of the wireless business increased by 46% to Rs 10,728 crore o Broadband achieved revenue growth of 123% to Rs 1,144 crore o Market capitalization crossed Rs 100,000 crore o Will add 23,000 more towers o Telecom services will be available in over 23,000 towns and 600,000 villages o Next generation DTH network will be launched before end of the year
4)STUDY OF INDUSTRY
4.1) RELIANCE COMMUNICATION DIFFER

Businesses not only need to streamline processes, improve communication, expedite decisions, but also go beyond all of that and find better and more cost-effective ways to do business. This ultimately marks their progress. Your business needs are different and unique and you need a solution that fits you best. Reliance helps you decide on that solution. We not only build innovative solutions, but also have the expertise for their deployment and manageability. We are also your one-stop-shop for all communication needs.
Network reach

Over 800 global, regional and domestic carriers Over 2,100 Indian and Multinational corporations Providers of cutting edge connectivity to over 850 of top 1000 companies in India Connecting 2.5 million individual overseas customers 190,000 kms of fiber optic connecting over 1 million building across 44 cities with over 1.4 million access lines
9 data centre with data storage space of over 6.5 lakh sq. ft.
Scalability RCOM uses fiber-to-the-building approach helping in creating a network with unlimited capacity and ability to support gigabit per second bandwidth services for customers.
End-to-end owned infrastructure Only RCOM has a fully end-to-end owned infrastructure with last mile access, nationally as well as internationally, thereby keeping things under one control.
Integrated global player in true sense
RCOM, as a telecom player, satisfies your every telecom need, right from a mobile connection to broadband to International leased circuit.
4.2) PROFILE OF RELIANCE COMMUNICATION
TYPE INDUSTRY FOUNDED FOUNDER HEADQUARTERS AREA SERVED KEY PEOPLE PRODUCTS REVENUE OPERATING
Public BSE: 532712 Telecommunication 2004 Dhirubhai Ambani New Mumbai , Maharashtra, India India Anil D. Ambani (chairman) Satish Seth (MD) Wireless, Telephone, Internet, Data cards, VC(SOHO, Resi. , Enterprise) Rs 22948 crore(2009) Rs 9305 crore (2009)
INCOME NET INCOME TOTAL ASSETS TOTAL EQUITY EMPLOOYEEAS CIRCLE
Rs 6045 crore(2009) Rs 102207 crore(2009) Rs 1032 crore(2009) 31884(2009) 1.Andhrapradesh, 2.Gujrat, 3.Karnataka, 4.Rajasthan, 5.Madhyapradesh & Orissa, 6.Maharashtra & Goa, 7.Tamilnadu, 8.Mumbai, 9.Delhi, 10.Kerela, 11.Punjab & Haryana, 12.Uttarpradesh, 13.West Bengal, 14.Chhatishgarh 1.Delhi , 2.Mumbai , 3.South , 4.Rest Of India
REGION
4.3) VISION, MISSION & VALUES

VISION: We will leverage our strengths to execute complex global-scale projects to facilitate leadingedge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.
VALUES: We will put customer first at all times, and built long term relationship with them. We shall believe interpretation and keep every commitment that we make. We will operate with honesty and integrity interpretation all our dealings. We treat every individual with dignity and respect. we will approach every endeavor with zeal & an attitude towards excellence.
MISSION: To attain global best practices and become a world-class communication service provider guided by its purpose to move towards greater degree of sophistication and maturity. To work with vigor, dedication and innovation to achieve excellence in service quality, reliability, safety and customer care as the ultimate goal. To consistently achieve high growth with the highest levels of productivity. To be a technology driven, efficient and financially sound organization. To contribute towards community development and nation building. To be a responsible corporate citizen nurturing human values and concern for society, the environment and above all, the people. To promote a work culture that fosters individual growth, team spirit and creativity to overcome challenge and attain goals. To encourage ideas, talents and value systems. To uphold the guiding principle of trust, integrity and transparency in all aspects of interpretation and dealings.
4.4) BRIEF IDEA OF PRODUCT

There are two types of product of Reliance Communication 1. Voice 2. Data Under the both product there are two categories (High value, Law value). High value is for enterprise customers and Law value is for SME (Small & Medium Enterprise) customers.
TYPES OF PRODUCT
VOICE LAW VALUE

1) FLP 2) CENTREX
DATA LAW VALUE

1) BIA NORMAL BROAD BAND
HIGH VALUE HIGH VALUE

1) PRI 2) TOLL FREE 1) DIA 2) LL A) TDM B) ETHERNET C) VPN/MPLSVPN
A) VOICE :
Voice is the best product for solution of many problems. In today scenario there are such types of situation face by business are as under. Multiple Board Numbers inconvenient for customers and other callers. Multiple suppliers across offices Stand-alone offices No Networking Plain Old Telephone service (POTS) experience Staff to manage and multiple suppliers Multiple bills / cheques No bulk spend benefits 1) Centrex line: Centrex is a set of specialized business solutions (primarily, but not exclusively, for voice service) where the equipment providing the call control and service logic functions is owned and
operated by the service provider and hence is located on the service provider's premises. Since Centrex frees the customer from the costs and responsibilities of major equipment ownership, Centrex can be thought of as an outsourcing solution. Applications

Small business start-ups (growth and costs) Banks and financial institutions (branch offices/multi-departmental branches) Professional offices (reliability, connectivity and customer service) Local government (reliability, cost, multi-location) Hotels and guest houses (customer service) Colleges and Universities (reliability, cost, multi-location, growth) Temporary locations where permanent PBX services are impractical, such as a campaign office.
Services

Call Transfer Call Divert on no reply /on busy Call Waiting Three Party Conference Call Pick up(Group) Ring Back Reminder / Alarm call Last Number Redial Centrex Hotline (non-dialed connection) Centrex Warm Line (delayed Hotline) Centrex Hunt Groups, with optional bypass numbers
2) Fixed Landline Phone (FLP): Reliance Fixed Line phone is an intelligent landline phone service, which not only allows you to make and receive calls, but also adds convinces to voice communication. It provides a
host of intelligent features and services, which are designed to improve user experience right from the first call.
Be it ease of calling, Hands free talking, information on missed and received calls or using various phone services, the Reliance Fixed Line Phone comes with a sleek and smart telephone instrument that makes telephony easy and enjoyable. 3) Primary Rate Interface (PRI): Primary Rate Interface, also known as ISDN PRI, is an all digital access line technology delivering simultaneous voice and data capabilities over standard existing telephone lines. PRI
lines
allow for 100% digital clarity, faster transmission speeds, greater flexibility and the
potential for increased cost savings. Normal PRI (normal landline analog) need 12/13 kbps while Even PRI Digital need 64 kbps and it give clear voice. In Reliance 2mb plan serve to the customer it means we can connect 30/32 lines with it.
4) Toll Free:
Today in business who want more calls to come in get a Toll free Number. If you want to give more convince to your customers than the toll free number is the best way. Toll free number is very easy to economically get. The person calling to does not get the charges when they call you, it is billed to your number.
B) DATA:
It is the product which given solution to business for data. For send and receive data Reliance Communication have many products. Enterprise Data Requirements Interconnectivity of all the offices, factories, warehouses etc. for following applications ERP (SAP, Oracle, People soft,)
CRM (Customer Relationship Management) SCM (Supply Chain Management) Intranet Portal E-mails Other customer specific applications Extranet Connectivity Remote Access Telecommuter Access Dedicated Internet Access Data Centre Collocation of Servers Web-hosting Data Warehousing Disaster Recovery & Business Continuity 1) Leased Line: Reliance Leased Line Service is a digital point-to-point inter-city / intra-city connection that provides a dedicated circuit of pre-subscribed bandwidth between any two points within India. Reliance Leased Line Service lets the enterprise consolidate communications - Data, Video, and Multimedia - over one circuit. Reliance Leased Line Service offers several bandwidth options, ranging from 64 Kbps to 155 Mbps (STM1). 2) Dedicated Internet Access: Business critical enterprise applications such as Enterprise Resource Planning (ERP), SupplyChain Management (SCM) and Customer Relationship Management (CRM) are driving the need to connect various offices across the country. Given the large volumes of network traffic and an increasing trend towards convergence in voice, video and data on IP networks, enterprises require high quality, high performance bandwidth solutions from a trusted service provider.
3) MPLS VPN (Multi protocol Label Switching Virtual Private Network):

Reliance Infocomm has launched Indias first MPLS Global VPN service in association with MCI. The agreement lets Reliance Infocomm offer its business customers global MPLS-based VPN connections by leveraging MCI are global network infrastructure. IT-enabled services, business process outsourcing and multinational companies are the target segments. Under the terms of the agreement, MCI is installing MPLS network nodes in New Delhi, Mumbai and Bangalore that will let it deliver seamless access to its global private IP network throughout India using connections to the nation wide Reliance Infocomm MPLS VPN network. The global reach of the MPLS-based MCI Private IP network is undergoing rapid expansion globally and will have a presence in 48 countries by end 2004.
A Virtual Private Network is constructed over shared infrastructure Virtual Not a separate physical network, but appears to be one Private - Separate addressing and routing Network A partitioned private network over common shared IP backbone using technologies to ensure privacy of data either self-provided or provided by Service Provider
Extend Corporate Network Reduce Hardware costs by decreasing termination ports Prioritization of applications like voice/video Integrate Suppliers and Customers to Corporate Network Remote Access from anywhere, anytime Scalable and Flexible Predictable performance and pro-active management Highly secure in conformation to world standards Ability to support Private Addressing Ability to support Convergence
4) NORMAL BROADBAND: This refers to high-speed data transmission in which a single cable can carry a large amount of data at once. The most common types of Internet broadband connections are cable modems (which use the same connection as cable TV) and DSL modems (which use your existing phone line). Because of its multiple channel capacity, broadband has started to replace baseband, the single-channel technology originally used in most computer networks.
4.5) CRM IN RELIANCE COMMUNICATION
STEP BY STEP PROCESS CHART
From Existing
Sales
New
Lead Generat es
Purchase Order
There are sequent wise processes in Reliance Communication. After sales dept role there is Revenue Assurance dept comes in picture. In Reliance Communication, CRM role plays by RA team. Because they customer face most of the time also if any complain comes from customer the RA team responsible for that. They keep strong relation with customer and maintain. After give services to the customer, further process taken by CRM (RA) Team. In Reliance Communication RA team is very skill full and capable to tackle the customers. Here, the prospects come from new or existing customers than ASM (Area sales manager) give effort to convert prospect to positive lead. SA expresses benefit to get services of Reliance Communication and also put proposal as per customer requirement, period of service, credit.
In next procedure the sales person meet to ICO dept (Service Assurance Manager) for check out availability of service. After confirm with SAM they provide service to the customer. Service Delivery Manager provides Service. After finish the fully procedure Revenue Assurance start their procedure. CUSTOMER RELATIONSHIP MAINTENANCE PROCESS BEING FOLLOWED IN REVENUE ASSURANCE DEPARTMENT In Reliance Communication CRM Role play by RA Dept. They know expectations of customer properly because they meet many times at different step of process. For keep loyal relation with customer and for long time strong relation RA team keep in touch with customer by process. Process is as under.
SALE
BILL TRIGGER BILL GENERATIO N BILL DELIEVERY
TELECALLIN G
IF ISSUE
BILL DELIEVERY & CHARGES CONFIRMATION
ISSUE SOLUTION
PAYMENT CONFIRMATION
R A D E P A R T M E N T
CHECK PICK UP
PAYMENT POSTING
PAYMENT POSTING VERIFICATIO N
INTERPRETATION OF PROCESS:
Once the sales process ends customer relationship maintenance process start. CRM of Reliance Communication include in RA dept. CRM is being highly required by any of service user and
has to be strictly followed by any service provider to maintain and enhance revenue as well as market share. At Reliance Communication there is a Revenue Assurance Department being active in collecting the payment and resolving the payment related issues of customers. Main function of RA dept is to give invoice to customer and collect payment in which many process involve are as under. BILL TRIGGER:-
Customer being charges from the start of the service at the first point. A) BILL GENERATE When bill generate first time there is specific docket ID given to the customer which is unique code being use for seeing any detail regarding customer. A billing cycle is a specific period for which customer being charged that is (1, 5, 9, 13, 17, 21, 25, and 29). Customer has to pay bill amount within period of 22 days from the date of bill generation. A special compact disc also provide by Reliance Communication which includes all bill related detail which is optimal. B) BILL DELIVERY To provide the customer bill within 3-4 days from bill generation. TELE CALLING:-
Once the customer receive bill there could be some doubts from customer end also. Telecalling being followed at Reliance Com for ensure payment. If there is no issue at the customer end as well as company end then payment being completed by customer. But sometime there could be issue related service as well as payment. If it is so then following process being followed.
Action against issue When become any issue we try to identify that which dept is responsible for that. They jot down the all point from the customer, check out with reconsolidation, and find out the exact point where customers face the problem. There could be two type of issue.
TYPES OF ISSUES
There is two type of issue , one from sales dept and second from service dept (integrated core operation).
SAL ES
ICO
1) WRONG RATES 2) WRONG QUANTITIES 3) RATE RIVISION 4) TERMINATION 5) DOWNGRADATION
1) SERVICE DOWNTIME 2) CANCELLATION CLOSURE 3) ACTIATION DATE 4) SHIFTING 5) OOD
If issues at customer end than service being suspended. But if issue at Reliance Com end then there is bucket system.
BUCKET:-
At any point a time or in any case customer does not pay bill amount before due date then there is a bucket(one month) system by which customer can use service further. Reliance com can wait 3 bucket its depend bill amount and credit and credit of the customer. Bucket is follow because there is corporate customer and relation maintain with Reliance Communication.
5) OBJECTIVE & PROBLEM STATEMENT

Research Objective: To identify the touch points. Check out the level of services satisfaction of customers. To know the internal process of Reliance Communication and the way of its work. Role of CRM and how it is important for organization. Minimize the no. of issues at the end of company hands.
Problem statement : Customers are the king of the market. As customers are the one who consumes a final product that every business produces .it is been necessary to maintain an healthy relation with the customers so as to be in a market and to have a good reputation too. it is been in favor of the company to maintain relation with customers because if they are not been entertained than they may switch over the substitutes companies products .
6) RESEARCH AND METHODOLOGY

Marketing research is a very systematic process to develop insights about customer inhibits intuition and creativity. Behind of marketing research there is always problem and specific object. Marketing research as the systematic design, collection, analysis, and reporting of data and finding relevant to a specific marketing situation facing the company. Companies normally budget marketing research at 1 to 2 percent of company sales. Effective marketing research involves the six step are as under.
RESEARCH PROCESS
1. DEFINE THE PROBLEM AND RESEARCH OBJECTIVE
2. DEVELOP THE RESEARCH PLAN
3. COLLECT THE INFORMATION
4. ANALYZE THE INFORMATION
5. PRESENT THE FINDING
6. MAKE THE DECISION
STEP 1:- . DEFINE THE PROBLEM AND RESEARCH OBJECTIVES The researches try to give solution of the problem and try to reach at our objective. In the changing scenario of telecom sector are continuously growing. Reliance Communication stands strongly in competitors market. Problem faced by company:
How to beat the distant competitors? Are customers willing to pay full payment? Do the customers get the bill at right time? Do the customers face service problem? Are the customers comfortable with the CRMs person? Research objective:
A. PRIMARY OBJECTIVES: To study the full chain of customer relationship process for better understanding of CRM and its way of working and benefits. B. SECONDARY OBJECTIVES: To study the current scenario of telecom sector of Gujarat. To study the respond of the customers to the Reliance Communication To collect T.D.S. certificates of three cluster Ahmedabad, Surat, Rajkot and to know about the customer satisfaction level.
STEP2: DEVELOP RESEARCH PLAN:

The second stage of marketing research requires developing the most efficient plan for gathering the needed information. This involves decision on the data sources, research approach, sampling plan, contact methods. DATA SOURCES
There are two types of data which we can use in research. Primary data, Secondary data, or both. In Reliance communication I collect the most secondary data because of some limitation. I started my research by secondary data. RESEARCH APPROACHES:
Primary data can be collected in five ways are as under: Primary data can be collected in five ways: Observational Research. Focus group Research. Survey Research. Behavioral Data. Experimental Data. For collected data I used OBSSERVATION RESEARCH..
SAMPLE:
1. 2. 3. 4. HI TECH OUT SOURCING SERVICES STERLING ADDLIFE INDIA LTD ERHARDT + LEIMER INDIA PVT LTD HCL INFINET LTD.
5. LIBERTY CAREER ACADEMY 6. CYGNET INFOTECH PVT LTD 7. AVAYA GLOBAL CONNECT LTD. 8. MUDRA COMMUNICATION PVT LTD 9. PADMA ENTERPRISE 10. GRUH FINANCE LTD 11. COSMIC INFORMATION ANDTECHNOLOGY LTD 12. GUJARAT AMBUJA EXPO LTD 13. NUTAN NAGARIK SHARKARI BANK LTD 14. MOTIF INDIA INFOTECH PVT LTD 15. VEEDA CLINIC RESEARCH PVT LTD 16. E-INFOCHIPS BANGLORA PVT LTD 17. THE SANDESH LTD 18. UNIMARK REMEDIES LTD 19. GUJ INFO PVT LTD 20. STOVEC INDUSTRIES LTD 21. PLASTENE INDIA LTD 22. QUALITY TECHNOCAST PVT LTD 23. LOXIM INDUSTRIES LTD 24. MUDRA INSTITUTE OF COMMUNICATION 25. ELECTROTHERM 26. HL EQUIPTMENT 27. LARSEN & TOURBO LTD
SAMPLING UNIT: The entire Reliance Communication corporate customer who purchased data product. SAMPLE SIZE: 27 SECONDARY DATA: o Books, Magazines and Newspapers o Internet
STEP 3:-COLLECT THE INFORMATION Generally the data collect phase of marketing research is generally the most expensive and the most prone to error. I collected the information from reliance record as secondary data.
T.D.S.
T.D.S. is the certificate which we collected from the customer for our tax benefit and get the credit. Full form of T.D.S. is tax deduction sources which shown the amount of tax pay to government. Customers pay the bill after deduct tax. For example:Customers want leased line and as per quarterly use we generate bill of 200000. Here customers never pay full amount they will pay 200000-20600 (10.3% tax) = 179400. So in our account we debited 200000 and on credit side 179400. For fill the gap we collect T.D.S. certificate and we also benefited in tax. TOTAL NO. OF TDS TO BE COLLECTED
G U J A R AT T D S
60 00 000 50 00 000 40 00 000 30 00 000 20 00 000 10 00 000 0 C O R P O R A TE S eries 1 SME 64749.01 5608 776.97
NO. OF CORPORATE SME TOTAL = CUSTOMER 133 9 AMOUNT 5608776.97 64749.01
142
5673525
If we interpret TDS of whole Gujarat there are 97% of the customers who are suppose to provide TDS is corporate customers. It means the average TDS amount per corporate customer is 42171. I responsible for 3 cluster Ahmadabad, Surat, and Rajkot. Pending TDSs data given from the company. Numbers of TDS of all three clusters are as under.
AHMEDABAD SURAT RAJKOT TOTAL TOTAL TDS UNDER ACHIEVEMENT COLLECTED 31 6 25 18 3 15 5 2 3 54 11 43
TOTAL TDS AMOUNT OF ALL THREE CLUSTERS FOR A MONTH ARE AS UNDER
CITY COLLECTED TDS PENDING COLLECTION TOTAL AMOUNT TO BE COLLECTED AHMEDABAD SURAT RAJKOT Rs. Rs. Rs. 1257093 985304 170934 175944 9138 8662 1433037 994442 179596 TOTAL Rs. 2413331 193744 2607075
STEP :-4 ANALYZE THE INFORMATION: The next-to-last step in the process is to extract finding from the collected data. Average and measures are computed for the different variable. AHMEDABAD Ahmedabad cluster TDS collection due for month was 1433037 from which individual contribution of customers are as under.
TDS AMOUNT OF EACH CUSTOMER OF AHMEDABAD CLUSTER
AHMEDABAD COLLECTED TDS

100000 90000 80000 70000 60000 50000 40000 30000 20000 10000 0
TY IC IN FO JA SH VE ED A NK SM ER BU DE BA M IC O
Series1
CO
SA N
AM
LI B

400000 350000 300000 250000 200000 150000 100000 50000 0 MUDRA GRUH HITECH GIPL MOTIF HCL Series1

18000 16000 14000 12000 10000 8000 6000 4000 2000 0 CYGNET INFOTECH PVT LOXIM ELECTROTHERM PADMA ENTERPRISE PLASETENE
NU
TA N
Series1
INTERPRETATION:
Considering the no. of customers in Ahmedabad (31) the tds collected was 25 which sum up the revenue of 1257093. which suggest that on an average 50283 tds was collected. Ahmedabad has the highest TDS amount contribution among three cluster.
AHMEDABAD-ACHIEVEMENT
12%
88%
ACHIEVEMENT
UNDER ACHIEVEMENT
SURAT Surat cluster TDS collection due for month was 994442 from which individual contribution of customers are as under.
S U R A T C O L L E C T E D T D S (C O R P O )
350000 300000 250000 200000 150000 100000 50000 0
CO LO ABG UR GU TE JJ X JA H M IN AM NJ L&T IN DI A N S. I K O V. IN ST T I YO OY UT O EL E HL ATU EQ L UI P YA HL SH E J H A SV AH I HA R
AMT
INTERPRETATION: Out of the three clusters, the TDS collected from surat was 15 out of 18 which sums up the revenue 585304 and contribution in total collected TDS amount is 41%.surat has highest average 65686 has the highest TDS collected from three cluster.
SURAT-ACHIEVEMENT
1%
99%
ACHIEVEMENT
UNDER ACHIEVEMENT
RAJKOT Rajkot cluster TDS collection due for month was 179597 from which individual contribution of customers are as under.
RAJKOT COLLECTED TDS (CORPO)

140000 120000 100000 80000 60000 40000 20000 0 ANGEL CAP ISHAN AMOUNT SPEED NET
INTERPRETATION: Rajkot contributes average TDS collection amount from three clusters is 56786 and contribution in total TDS amount is 7%.
RAJKOT-ACHIEVEMENT
5%
95%
ACHIEVEMENT
UNDER ACHIEVEMENT
STEP:- 5 PRESENT FINDING: Present finding is the last step of research. The researcher present finding that are relevant to the major marketing decision. OVERALL CERTIFICATE PENDING: No. of TDS 20% Amount of TDS 7% Here no. of TDS pending more than TDS amount its because of Surat cluster have highest average of TDS amount. PERCENTAGE OF PENDING TDS CLUSTER AHMEDABAD AS PER THE AMOUNT 12% AS PER THE NO. 19%
SURAT RAJKOT
1% 7%
17% 40%
In Rajkot there is only 7% amount pending but 40% no. of TDS pending it means the pending TDS amount may be law. As per finding revenue assurance Team should be focus on Surat cluster. Because AHMEDABAD
% OF CONRIBUTION OF TOTAL % OF NO. TDS COLLECTED
SURAT 38
RAJKOT 8
54
57
33
10
Ahmedabad gave more contribution by collected more TDS same as Rajkot Cluster. While the situation of Surat is opposite than other cluster. In Surat there is TDS collected % is lower than Contribution, its saw that with a few no. of TDS it gave more amounts.
7) DATA ANALYSIS & INTERPRETATION

In Reliance Communication Revenue as per the company total amount of bill generation per month and as per the employee the total amount got. Waiver is the The act of waiving, or not insisting on, some right, claim, or privilege. LAST SIX MONTH REVENUE
REVENUE OF GUJARAT
600 400 200 0 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Key Account Named Account Group Company Total 82.06 5.91 37.64 3.59 30.24 4.74 83.43 7.13 42.22 4.08 38.12 5.72 304.07 185.96 187.01 320.12 193.73 215.09 392.04 227.19 221.99 410.68 240.03 258.93
Key Account Named Account Group Company Total
(Amount in lakhs) In Reliance Communications, waiver is approved by NHQ (National Head Quarter). Waiver is approved and given to the customer for various reasons. Some of the reasons are listed below, Customer is wrongly charged for data/voice usage Customer is provided with different plan which was not chosen by customer. Customer bears some financial or mental stress because of the wrong commitment from companys official person. Sometimes Company approve waiver for no particular reason, it just approve Because customer is having high revenue-generating connection or company just Want to maintain good relationship with that customer. Sometimes company allocates larger portion of its revenue to waiver because for that particular month company has earned huge profit. This is seen in the charts below.
WAIVER OF GUJARAT
30.00 20.00 10.00 0.00 Jan- Feb- Mar- Apr- May- Jun10 10 10 10 10 10 Jan- Feb- Mar- Apr- May- Jun10 10 10 10 10 10 Reliance Enterprise KA Reliance Enterprise NA 4.60 17.84 8.43 6.03 12.96 2.05 6.78 9.62 14.24 5.76 10.27 5.25 Reliance Enterprise KA Reliance Enterprise NA Reliance Enterprise Grp Comp Reliance Enterprise ISP Grand Total
0.00 0.00 0.30 0.00 0.00 0.00 Reliance Enterprise Grp Comp
500 400 300 200 100 0
COM PAR ISION OF TOTAL R EVEN UE & WAIVER
Total Revenue W aiver A mount % Waiver Passed Jan-10 Feb- Mar- A pr-10 May- Jun-10 10 10 10 Jan-10 Feb- MarMayA pr-10 Jun-10 10 10 10
Total Revenue
392.04227.19221.99410.68240.03258.93
W aiver Amount 11.38 27.46 22.97 17.16 24.59 7.30 2.90% 12.09 10.35 4.18% 10.25 2.82% % Waiver P assed
INTERPRETATION:
Comparison is been made for the total revenue and waiver paid off during six months period Jan to June. The bill is been generated quarterly so January and April has the highest collection of the revenue. in the month of January revenue collection was 392.04 lacs and in that month there was 11.38 lacs waiver in comparison to the may which have lowest revenue and the waiver amount was much higher also. The reasons for the more waiver is due to the some issues to the customers, may be charges , rate revision, downtime , one office due etc.
8) CONCLUSION & RECOMMENDATION

Today CRM (customer relationship management) is equally important. If you have good relation with customer, he never leaves you. Any industry one cant say that he is the best service provider. There is always some scope of improvement and you should follow this process continuously. The Market of Telecom sector is the one of the fastest changing field, So the company have to identify the need of the customer each time in various aspects including after sales services and respond accordingly.
The future prospect for Reliance Communication is good as the way it is growing in the markets. At the same time the close competition is the major constraint.
There is a very active role player in CRM in reliance communication but they should be focus on other cluster also apart from ahmedabad. There is such a strong link to joint all departments. Customers get quickly solution because of Reliance Communication integrated department.
9) LIMITATION OF STUDY
o o Since the study was within a period of 6weeks, time factor was a major constraint. This sample size cannot represent the features and characteristics of the universe to its entirety.
o The study was done on the basis of observations and not on questionnaire because they were corporate customers.
10) NOTES & REFERENCES

Marketing Management Web site: Trait.govt.in Rcom.in Indianetzone.com Rcom.gm.co.in Philip Kotler
11) ANNEXURE
TDS Certificate:
ABC COMPANY LTD.

ABC 346 865, Gujarat, India Telephone (079) 234667, 235679-8, Telefax (079) 236677 E mail : xyz@abc.co.in Web site :www.abc.in
AC/TDS/HTM/2009-10 TO RELIANCE COMMUNICATION INFRASTRUCTURE LTD. COMMERSE HOUSE, 100 FEET ROAD, PRAHLAD NAGAR, AHMEDABAD GUJARAT We are enclosing herewith TDS certificate for the year 2009-10 which please received and acknowledge to us. Name
RELIANCE COMMUNICATION INFRASTRUCURE LTD.
Qtr 1 ______RS
TDS certificate No. Qtr 2 Qtr 3 ______RS _____RS
Qtr 4 ______RS
Thanks. For, ABC company Ltd. (Xyz) Encl: as above FORM No. 16 A certificate No, : 94C/2009/97968 [See rule 31 (1) (b)] Certificate of deduction of tax at sources under section 203 of the income-tax Act, 1961
[For interest on securities; dividends; interest other than interest on securities; winning from lottery or crossword puzzle; Winning from horse race; payment to contractor and sub-contractors; insurance commission; payment to nonresidential sportsmen / sport associations; payment in respect of deposit under national saving scheme; payments on account repurchase of units by mutual fund or unit trust of India; commission, remuneration or prize on sell of lottery tickets; commission or brokerage; rent; fees for professional or technical services; royalty and any sum under
section 28(va); income in respect of units; payment of compensation on acquisition of certain immovable property; other sums under section 195; income in respect of units of non-resident referred to in section 196A; income from units referred to in section 196B; income from foreign currency bonds or shares of an Indian company referred to in section 196 income of Foreign institutional investors from securities referred to in section 196D
Name and address of the person deducting Tax
Acknowledge Nos. of all Quarterly Statements of TDS under sub-section (3) of section 200 as provided by TIN Facilitation Centre or NSDL web-site
Name & address of the person to whom payment made or in whose account it is credited
COMMUNICATION INFRASTRUCTURE LTD. COMMERSE HOUSE, 100 FEET ROAD, PRAHLAD NAGAR, AHMEDABAD GUJARAT
ABC company Ltd. Sector no. 4 , Plot no. 2, GIDC Ahmedabad
Quarter Q1 Q2 Q3 Q4
Acknowledgement RELIANCE No. 01002098792200 ----------------------------------------------------
TAX DEDUCTION A/C NO. OF THE DEDUCTER RHJK98079G PAN NO. OF THE DEDUCTER-----------
NATURE OF PAYEMENT Payment to contractors/ Sub contractors
PAN NO. OF THE PAYEE AACCH778H FOR THE PERIOD 01/04/09 TO 01/04/10
DETAILS OF PAYMENT , TAX DEDUCTION AND DEPOSIT OF TAX INTO CENTRAL GOVERNMENT ACCOUNT Sr No.
Amount paid/credited (Rs.) (The deductor is to provide transaction-wise details of tax deducted and deposited) Date of TDS Surcharge Education Total tax Cheque/DD BSR Date on payment/ credit (Rs. ) (Rs.) Cess ( Rs.) Deposited No (if any) code of bank Branch which tax Deposited Transfer Voucher/challan identification No.
Certified that a sum of Rupees _______ only has been deducted at source and paid to the credit on the central government as per details given above. Place: ahmedabad Date : For ABC company Ltd. _______________________________ Signature of person responsible for deduction of tax

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PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

A SUMMER INTERSHIP REPORT ON (CUSTOMER RELATIONSHIP MANAGEMENT)

Submitted to L.J.Institute of management Studies

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

Date: Place: Ahmedabad Signature of the student

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

Date: Place: - Ahmedabad

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

2.1) HISTORY OF TELECOM SECTOR IN INDIA

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

Overall Tele-density reaches 56.83 Broadband subscription is 9.45 million

company % unitech 5.62

bharti 16.69 Bsnl 5.62

reliance 15.76 Videocon 3.05

vodafone 15.09 sistemen 2.6

tata 12.94 Hfcl 0.82

idea 12.01 stel 0.52

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

Histories of Indian Telecommunications are as follows :

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

2.2) HISTORY OF RELIANCE COMMUNICATION

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

RELIANCE COMMUNICATION LTD.

BUSINESS OF RELIANCE COMMUNICATIO N

2.3) CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

o CBOC Code- 5930

o Entered By- altaf lokhandwala o CAF- 100000102199295

o Customer Name- Rajshree Polyfil Ltd

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

3.1) RELIANCE ADA GROUP

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

RELIANCE ADA GROUP

GENERAL INSU RANCE

GLOBAL BUSI- NESS

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

3.2) AN OVERVIEW OF CURRENT MARKET SCENARIO

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

wireless subscriber base grew to over 28 mn last fiscal,

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT