Suhas Gowda M C B1919712
Suhas Gowda M C B1919712
Suhas Gowda M C B1919712
By
SUHAS GOWDA M C
Reg. No.B1919712
By
SUHAS GOWDA M C
Reg. No. B1919712
Date:
[
Date
DECLARATION BY THE STUDENT
I offer my humble, sincere, and great thanks to my beloved parents who are always
the source of inspiration to me.
1 INTRODUCTION
01 - 13
RESEARCH METHODOLOGY
2.1. Need of the study
2.2 Scope of the study
2.3. Objectives of the study
2 2.4 Review of literature 14 – 23
2.5 Benefits of CRM
2.6 Methodology of the study
2.7. Limitations of the study
3 COMPANY PROFILE 24 - 32
4 33 - 60
DATA ANALYSIS AND INTERPRETATION
5 61 - 62
FINDINGS, SUGGESTIONS, AND CONCLUSIONS
63 – 67
ANNEXURE AND BIBLIOGRAPHY
LIST OF TABLES
4.1 Gender 33
4.2 Occupation 34
4.4 Since how many years you are investing through reliance mutual 36
fund?
4.5 What is the reason behind investing in reliance mutual fund? 37
4.9 Are you satisfied with the communication from the company? 41
4.10 Did you come across any problem with reliance mutual fund? 42
4.15 Are you satisfied with the amount of time it took to get the 47
service?
4.16 Are you satisfied with accessibility of the service? 48
4.17 Are you satisfied with the overall quality of service delivered? 49
4.22 Please tick the desired answer, how do you rate the mutual fund
services in reliance?
Staff efficiency 54
Timely response 55
Update information 56
Clarity of concept 57
4.1 Gender 33
4.2 Occupation 34
4.4 Since how many years you are investing through reliance mutual 36
fund?
4.5 What is the reason behind investing in reliance mutual fund? 37
4.9 Are you satisfied with the communication from the company? 41
4.10 Did you come across any problem with reliance mutual fund? 42
4.15 Are you satisfied with the amount of time it took to get the 47
service?
4.16 Are you satisfied with accessibility of the service? 48
4.17 Are you satisfied with the overall quality of service delivered? 49
4.22 Please tick the desired answer, how do you rate the mutual fund
services in reliance?
Staff efficiency 54
Timely response 55
Update information 56
Clarity of concept 57
CHAPTER -1
INTRODUCTION
CUSTOMER RELATIONSHIP MANAGEMENT
A comprehensive range of products and services are available to fulfil the demands of
customers. Is there a way for individuals to choose among all of these offers? Value and pleasure
are two factors that influence customers' purchasing decisions. Happy consumers return and spread
the word about their positive experiences. Many dissatisfied customers go to another brand and
voice their opinions about that company's products. Marketers need to be cautious not to set
unrealistic expectations for their products. Because of this, they may be able to please clients but
not attract enough new ones if their expectations are too low. If buyers set their expectations too
high, they will be disappointed. Relationships are built and maintained on a foundation of value
and enjoyment for the customers. This relies on the perception of value that consumers have of a
product. If the product fails to live up to expectations, the customer will not be pleased. The client
is satisfied if the performance requirements are reached. The consumer is satisfied if the
performance surpasses their expectations. Customer relationship management (CRM) is the most
significant idea in modern marketing (CRM). CRM, or customer relationship management, has
lately been described as the management of customer data. Despite this, CRM is now defined in a
more expansive manner. CRM encompasses the complete process of establishing and sustaining
long-term, mutually beneficial relationships with customers via the provision of superior products
and services. It encompasses all areas of client acquisition, retention, and expansion. CRM
software and technologies integrate customer data from various sources, extensively analyze it,
and then utilize the findings to generate effective contacts with customers. An organization's sales,
service, and marketing operations are all integrated into a single CRM system. Data from all
sources is combined and analyzed properly before being used to communicate with clients in a
more effective manner using CRM. A 360-degree view of the consumer can only be provided by
teams that are intimately acquainted with each of their clients.
CRM (customer relationship management) may help companies better understand their customers
and establish stronger client relationships. Customer relationship management (CRM) allows
companies to better identify their most valuable clients, better target them, sell their goods, and
generate offers that are specifically suited to meet their requirements.
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The purpose of a data warehouse is not to acquire information, but rather to store it in a
conveniently accessible location. After putting together data from a data warehouse, the
corporation employs strong data mining tools to uncover new insights for its customers. Businesses
may gain a major competitive edge by using this data infrastructure.
INDUSTRY PROFILE
Investors deposit their money into a mutual fund, which then invests it according to a
predetermined strategy. The amount of money each investor receives is determined by the amount
they individually put to the fund.
A sort of trust, a mutual fund collects the money of a number of investors who have similar
financial objectives. The money that is raised in this manner is then used to purchase securities
such as stocks, bonds, and other instruments of the capital market. The income and capital gains
produced by these assets are split between unit owners in proportion to the extent of their holdings.
Because it is possible to participate in a well-managed, diversified portfolio of assets at a low cost,
mutual funds are the finest investment choice for the average person to make.
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Depending on its maturity length, a Mutual Fund scheme may be categorized as either an open-
ended plan or a close-ended scheme.
Open Fund/System:
The term "open ended" refers to a fund or plan that may be purchased and repurchased at any time.
The maturity dates for these initiatives are not specified. The daily net asset value (NAV) is used
to establish the price at which investors may purchase and sell units. In open layouts, fluidity is
essential.
The maturity duration of a closed-ended fund or plan, such as 5-7 years, is specified. Only for a
limited time at the commencement of the programme will the fund be accessible for subscription.
Investors may buy into the plan at the first public offering. Finally, the stock market will allow
them to acquire or sell plan units. Investors in certain closed-end funds have the option of selling
their mutual fund units back to the mutual fund at NAV-related rates during repurchases.
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To meet SEBI criteria, investors must be able to choose between a stock market listing or a
repurchase option for their investments. The net asset value of these mutual fund schemes is
typically provided on a weekly basis.
Interval combines the advantages of both open and closed funds. Units can be sold or redeemed at
NAV-related prices over a specified period or they can be traded on the stock market. Examples
of these types of programs are FMPs or Fixed Maturity Plans.
Depending on its investment objective, the plan is alternatively classified as a growth plan, income
plan or balanced plan. These plans can be above mentioned or open-ended plans. These systems
can be mainly classified as follows.
Growth funds are designed to provide medium and long-term capital growth. Often such programs
invest a large portion of their capital in stocks. These investments carry relatively large risks. These
programmers provide investors a wide range of alternatives, including dividend and capital raising,
and they may choose the one that best suits their needs. The option must be specified in the
application form by investors. Mutual funds allow investors to make changes to their portfolios at
a later date. Planned expansion is an excellent concept.
Income funds are designed to provide investors with a steady stream of income. Fixed-income
assets, such as bonds, corporate bonds, government securities, and money market instruments, are
often found in these sorts of investments.
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This kind of investment is less hazardous than a stock plan. These funds are unaffected by changes
in the stock market. Such goods, on the other hand, provide some potential for financial
appreciation. Long-term investors, on the other hand, may not take into account these
developments.
Balance box
Such schemes often invest 40% to 60% in equity and debt instruments, with the goal of generating
both growth and regular income, since they engage in both types of assets as defined in their
offering papers. Both funds' net assets, on the other hand, may not be as troublesome as those of
pure equity funds.
Regular liquidity, capital preservation, and a small return are the goals of these income funds. Only
short-term assets like as Treasury bills, CDs, commercial paper, interbank call money, and
government securities are invested in these programs, which are low-risk. The returns on these
programs are poor when compared to other investment options. Companies and individual
investors may use these accounts to store surplus cash.
INVESTMENT PLANS
An investor may set aside a certain amount of money and spread it out over a period of time. To
invest, a person may use pre-paid post-dated checks or debit their accounts payable. Regular
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investors purchase more units at low prices and less at high prices because their investments are
consistent.
Investors may use this method to move a predetermined amount of money from one mutual fund
to another on a regular basis. Switching from one plan to another is considered as an investment
in the new plan's units as well as a redemption of the old plan's units. It is utilized for both
investment and redemption.
With this strategy, the shareholder can take regular withdrawals from his investment accounts in
the fund. This facility helps him ensure steady cash flow; SWP allows the investor to withdraw
an amount every month which is periodically deducted from his bank account. Investors will be
deemed to have redeemed the units at the withholding amount and the value of the units will be
determined according to the respective net asset values as specified in the offer document.
An automatic reinvestment plan allows investors to reinvest dividend returns instead of receiving
them in cash. This reinvestment can go into another scheme in the same fund or into the same
scheme again.
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Professional driving
Your financial affairs are managed by qualified professionals and their research team constantly
assesses the companies' performance and future prospects. Additionally, they select the right
investments to achieve the objectives of the schemes and have the knowledge to make your
investment more valuable. These fund managers are more qualified to take care of your money
and get higher returns.
Diversity
By spreading your money across multiple companies, diversification reduces your chance of losing
money. When all stocks fall at the same time and by the same amount, it is unusual. Sector funds
only diversify your investment into one industry, so it is not advisable to invest a large part of your
portfolio in these funds for obvious reasons.
Specific schemes
There are a wide variety of mutual fund options available to meet your changing financial goals.
Just meet with your financial adviser as you approach a new phase of life to make adjustments to
your portfolio.
Affordability
In many cases, small investors can't afford to invest in large corporations. Investors benefit from
lower trading expenses since mutual funds generally purchase and sell assets in bulk. There are
minimal investment restrictions for mutual funds, so even a modest investor may get started.
Regular investments may be made with as little as 500 rupees.
Tax benefits
Taxes on capital gains are levied on investments that have been held for a year or longer by
investors (10 per cent of the capitalized value of the investment or 20 per cent after cost peg
interest, whichever is lower). The indexing advantages of these assets are also present.
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Liquidity
You can redeem all or part of your investment in Open Funds at any time and pay a price associated
with the current stock value or net asset value. As the process is standard, fast and efficient, you
can get your money back as soon as possible. Money is more liquid than most investments in
stocks, savings and bonds.
Transparency
Investors can easily compare mutual funds based on performance ratings provided by several
publications and rating agencies. Once you join a mutual fund scheme, you will get frequent
updates like daily NAVs, individual investment details you have made, as well as fund manager's
policy and future plans for the scheme.
Perfectly organized
Investors' interests are safeguarded by mutual funds that have been registered with SEBI and are
subject to a set of rules and regulations. Mutual fund operations are constantly monitored by SEBI.
Flexibility
Your financial goals may be met with the use of instruments such as monthly investment plans,
withdrawals and dividend reinvestment programs.
Low prices
Brokerage, custody and other fees can be reduced by financial systems, making investing in mutual
funds less expensive than investing directly in the capital markets.
The basic idea is that the higher the risk, the higher the potential profit, which is the basis of
investing. Risk is often described as short-term price fluctuations. However, long-term risk means
that your actual wealth accumulation may not be enough to achieve your financial goals.
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Each investor has a unique "investment personality" based on their tolerance for risk. In order to
reach your financial objectives, you must first choose your level of risk comfort.
If you're a moderate or aggressive investor and your investment worth rises or falls, you'll need to
determine how comfortable or uneasy you feel about it. Investing in Mutual Funds Has Four Major
Drawbacks There are dangers associated with the stock market, inflation, credit, and interest rates.
TYPES OF RISKS
There is some risk associated with any investment. You will have less buying power than you had
when you began, even if you have insurance (Rs 1,000 less than what your father earned when he
was your age).
Market analysis can help mutual fund investors to minimize their losses. An investor should
consider the past performance of the scheme in which he intends to invest; An investor should be
aware of past performance. Before investing in a developing sector the market must be studied by
the fund management.
Market risk
There are times when a significant external factor causes the prices or returns of all securities in a
particular market to rise or fall. The share price of an excellent and highly profitable company as
well as the share price of a newly formed company may be affected by this. This price change is
the cause of price change.
Inflation risk
This is sometimes called "loss of purchasing power". You risk buying less, not more, because
inflation is advancing faster than your return on investment. When prices rise faster than your
profits, there is also a risk of inflation.
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Credit risk
In other words, how trustworthy is the company or other entity to whom you are giving your
money? Your confidence in the investment's ability to pay the promised interest and/or repay your
money when due is a good indicator of this.
Interest rate
Stocks and bonds alike are affected by changing interest rates in different ways. Investors are
reminded that it is very difficult to "predict" which direction interest rates will go. A diversified
portfolio can help balance these fluctuations.
India's first mutual fund, the Unit Trust of India, was formed in 1963 by the Government of India
and the Reserve Bank of India. Mutual funds in India may be divided into four distinct time
periods.
The Unit Trust of India (UTI) was created by an Act of Parliament in 1963. Regulated and
administered by the Reserve Bank of India, it is a subsidiary of the bank.
1987-1993 were the years of Phase 2. (Introduction of Public Sector Funds) Life Insurance
Corporation of India (LIC), the General Insurance Corporation of India (GIC and other non-UTI
institutions formed public sector investment vehicles in 1987... As of December 1990, GIC's
mutual fund was established, LIC's was established in June 1989.
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The advent of private sector funds in 1993 marked the beginning of a new era in the Indian
mutual fund business. Additional regulations requiring all mutual funds except UTI to be
registered and regulated were put in place in 1993. In July 1993, Kothari Pioneer became
the first private sector mutual fund, which has since been amalgamated with Franklin
Templeton.
Unit Trust of India Act 1963 was repealed in February 2003, and UTI divided into two
companies. An example of this is the unique liability of the Trust Unit of India, which, at
the end of January 2003, had assets under management of Rs. 29, 835 crores, or about US
64 billion in assets under management.
Important documents
The prospectus, legal document and shareholder reports are important publications that
show the fund's strategy and performance (usually quarterly).
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1. Supporter
The sponsor is an advertising mutual fund. The fund is created by the sponsor, who registers it
with SEBI. In accordance with SEBI regulations and with prior approval from SEBI, the sponsor
appoints trustees, trustees and AMCs.
2 values.
In a mutual fund company, the trustees are responsible for properly protecting the interests of the
investors in the scheme. They receive a trustee fee for their services, which is often billed to the
plan.
The investment portfolios of the plans are managed by the AMC. The AMC is funded by the
management fee charged to the schemes it supervises.
In order to receive management fees the AMC naturally has to hire employees and must pay all
the facility costs related to the maintenance of the premises like rent, furniture, computers and
other assets, software development, communications costs etc. The management fee collected is
used to pay for it.
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Fund managers are responsible for ensuring that scheme funds are invested in the AMC in a
manner that promotes both the objective of the scheme and the interests of the unitholders. In turn,
the CEO must ensure that fund managers fulfill this responsibility. The CEO of a mutual fund is
responsible for overall risk management and compliance with various laws and regulations.
Distributors, 4
Distributors are paid commission to attract participants to the mutual fund's investment program.
This commission represents the cost of the plan, though there are times when the AMC may decide
to absorb the cost in whole or in part.
The registrar and transfer agent for a mutual fund plan usually track the investor's property (R&T).
Some AMCs prefer to undertake this job internally or on their own rather than hiring an R&T. The
Registrar or the AMC, as the case may be, tracks the investor's participation and withdrawal from
the schemes. The R&D team processes requests to add funds to existing investments in a plan or
to withdraw funds against these assets.
6. Depository / Trustees
A custodian, as opposed to a registrar, controls the securities in which a scheme invests, rather
than keeping account of investors' investments. This guarantees that the system's investments are
recorded objectively. There are a number of corporate acts that are overseen, including rights,
bonuses and earnings announced by investee corporations.
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CHAPTER – 2
RESEARCH METHODOLOGY
The most important idea in RMF is CRM. It maintains profitable management and
customer relationships. CRM can better demonstrate customer value and happiness. It combines a
business's sales, customer service, and marketing efforts to get to know specific customers. CRM
plays an important role in business development in the current market environment.
Customer relationship management (CRM) is a strategy for creating and maintaining contact with
customers at different customer touch points by treating each customer differently and based on
their expected response to different marketing initiatives such as their own contribution.
The simpler it is to do business and bring in money, the greater the connection.
Therefore, hiring to improve CRM makes good business sense. The following four main categories
describe the best CRM solutions.
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Existing RMF customers are included in the search. Besides noting while collecting data,
it also previews primary and secondary data. It is possible to re-engineer or improve
communication to develop new sources of value. The scope of CRM focuses on building and
maintaining long-term and mutually beneficial partnerships with markets of strategic importance
to others. Customer relationship management, or CRM, focuses on creating and maintaining
relationships with strategically appropriate partners that provide mutual benefits. Its main goal is
to create long-term value for the company and everyone working with them, not just short-term
profit. So the efficiency of CRM is determined in light of its components, how it can create long-
term value for them, and the benefits of doing so.
INTRODUCTION TO MARKETING
Markets:
Ideas of interaction and trade lead to the idea of the market. It refers to the group of people who
can buy something in the market. These buyers have a similar need or desire that can be satisfied
through commercial links.
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Managing
Upgrade Functionality: -
The business function of marketing is determining what customers want and need. Modern
marketing theory and practice focuses on maximizing customer value and happiness. Marketing is
about making customers happy while making profits.
Most people only associate selling and advertising with marketing. However, marketing is more
than just selling and advertising. Marketing is the process of managing markets to create
interactions and transactions that provide value and satisfy consumer demands and wants.
Today, marketing has to be seen in the new dimension of meeting customer desires rather than the
traditional concept of selling - 'tell and sell'. These goods sell very easily if the marketer does an
excellent job of identifying customers' wants, developing products that offer more value, and
pricing, distributing, and promoting them well. Thus, selling and advertising are a small part of a
broader "market mix" - a set of marketing techniques that work in concert to meet customer needs
and improve long-term communications with them.
An expanded definition of marketing is a social and management process through which people
or groups meet their needs or desires via the creation and exchange of value with others. Limited
definition of marketing is to build lucrative and useful client connections. So, we refer to it as the
process by which corporations deliver value to their customers and build trust in order to gain
value from them in return.
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THEORITICAL PERSPECTIVE
Marketing nowadays relies heavily on the concept of client relationship management. CRM, or
customer relationship management, has lately been described as the management of customer data.
In order to promote customer loyalty, it's important to keep tight control over all customer "touch
points" and particular information about each individual customer.
Despite this, CRM is now defined in a more expansive manner. CRM encompasses the complete
process of establishing and sustaining long-term, mutually beneficial relationships with customers
via the provision of superior products and services. It encompasses all areas of client acquisition,
retention, and expansion.
Companies are using CRM (Customer Relationship Management) to address these difficulties,
which controls customer contact points and provides full information about each client to promote
customer loyalty. The number of businesses using CRM has grown significantly in the last few
years. In 2004, US corporations spent $42.8 billion on CRM systems from companies including
Siebel Systems, Oracle, Microsoft, and SAS. Costs are predicted to rise at a rate of 11.5% per year
in 2007.
Data from all sources is combined and analyzed properly before being used to communicate with
clients in a more effective manner using CRM. All the sales, service, and marketing data that a
firm has about a given client is combined in CRM to create a 360-degree perspective of the
customer-company relationship.
CRM analysts construct data warehouses and use cutting-edge data mining methods to unearth the
riches hidden inside client data. When searching through a company's data warehouse, you must
be quite particular about what you're looking for.
The purpose of a data warehouse is not to acquire information, but rather to store it in a
conveniently accessible location. When the firm aggregates data from its warehouse, it employs
powerful data mining algorithms to sift through mounds of data and uncover interesting user
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insights. Using these data platforms may provide a business a considerable edge over its
competitors.
CRM (customer relationship management) may help companies better understand their customers
and establish stronger client relationships. CRM may be used to discover and target high-value
consumers, cross-sell firm goods, and build offers that are specifically designed to meet the
demands of each client.
CRM's benefits include not just the collecting of raw client data but also the risks and expenses of
storing and exploiting it. We estimate that 50% of CRM projects fall short of their intended
outcomes. When firms think CRM is only a technical and software problem, it is the most typical
cause of failure. It is important to note, however, that technology alone is not enough to develop
good customer relations. According to CRM providers, "CRM is not a technological answer," and
that "customer relationships cannot be enhanced by slapping on some software." It's important to
remember that CRM is only one aspect of an entire CRM strategy.
Benefits of CRM:-
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Cultural changes: -
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Research design:
A research design is the structure or outline of a study. Provides guidance and assistance in data
collection and analysis. Any successful formal market research has a solid research foundation.
This research is descriptive type.
Nature of data:
Most of the information collected for this research is of primary nature. There is direct
information on investors' opinions on business plans. In addition, secondary information was
collected from business brochures, fact sheets, magazines and websites.
Source of data:
A structured questionnaire with specific open-ended questions is used to collect information from
investors. As the research was qualitative in nature, questionnaire method was used.
Primary data consist of original information for specific purpose. It is collected through structured
Questionnaire by direct contact.
This is the data collected with the help of journals, magazines, financial reports, text books, and
internet and company records.
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Sampling methods
Sampling procedure determines how the respondents are chosen. These are mainly two types;
Probabilistic sampling
Probabilistic sampling methods are those in which the populations elements have a now chance of
being selected for the inclusion in the sample randomness select the sample by chance.
Non-Probabilistic sampling
These are purposefully specific members of the sample in a non-random manner, by deliberate
choice of the sample, members according to a plan; the main intention is to obtain a proper cross
selection of the population. The sample is taken with our any known probability concerning the
inclusion of individual units in the population.
Convenience sampling
Sample unit
The Sampling unit includes the customers of Reliance Mutual Fund Bangalore.
Sample frame
Sample size
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Calculations are made using the % approach for analysis, and the results were halted. For a more
precise and effective understanding of the findings, graphs were utilized to illustrate the data.
Simple tool are used for analysis purpose. They are as follows:
• Percentages analysis
PERCENTAGES ANALYSIS:
When comparing two or more pieces of data and describing the relationships between them,
percentages represent a specific type of ratio. Additionally, relative terms and distributions of two
or more data series can be compared using percentages.
𝑵𝒐. 𝒐𝒇𝒓𝒆𝒔𝒑𝒐𝒏𝒅𝒆𝒏𝒕𝒔
𝐩𝐞𝐫𝐜𝐞𝐧𝐭𝐚𝐠𝐞 = 𝑿 𝟏𝟎𝟎
𝑻𝒐𝒕𝒂𝒍𝒓𝒆𝒔𝒑𝒐𝒏𝒅𝒆𝒏𝒕𝒔
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• Response to campaigns.
• Population data.
• Difficult to interrogate with other MIS.
• Account details.
• Service and support records.
• Web sales data.
• Shipping and fulfillment dates.
• Sales and purchase data.
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CHAPTER-3
3.1 COMPANY PROFILE
RELIANCE MUTUAL FUNDS IN INDIA
Settlor/Sponsor RCL and Trustee RCTCL have set up the Reliance Co-operative Fund (RMF) as
a Trust in accordance with the Indian Trust Act 1882, which governs trusts in India.
Registration number MF/022/95/1 was issued by the Securities and Exchange Board of India on
30 June 1995. Reliance Mutual Fund changed its name to Reliance Capital Mutual Fund on March
11, 2004, according to SEBI IMD/PSP Letter No/4958/2004 dated March 11, 2004. Reliance
Mutual Fund was founded to provide a variety of schemes in which units are issued to the general
public with the goal of contributing to the capital market and allowing investors the option to
engage in diverse assets.
Reliance Mutual Fund, a subsidiary of the Reliance-Anil Dhirubhai Ambani Group, is one of the
country's fastest-growing mutual funds. Investors may choose from a wide range of products
offered by RMF, which has 159 sites around the nation. Reliance Mutual Fund works relentlessly
to develop cutting-edge products and customer service initiatives in order to create value for
investors. " Investments in the Reliance Mutual Fund are overseen by Reliance Capital Asset
Management Ltd., a leading private sector financial and banking business. Private sector financial
services business Reliance Capital Ltd. is one of India's most prominent and fastest-growing
companies. Financial services provided by Reliance Capital Limited include life, general
insurance, private equity and other financial services.
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Risk Factors:
Investments in mutual funds and securities are subject to market risk, and there is no certainty that
the scheme's goals will be met. Net asset value of the scheme's units may rise or fall based on the
dynamics and causes impacting the capital markets just like any other investment. Future outcomes
are not guaranteed by the previous performance of the sponsor, AMC or investment fund. More
contributions and accumulations to the pool will not be accountable to the sponsor, regardless of
whether or not the mutual fund is established or whether or not additional contributions are made.
The net asset value of the investment may be affected by changes in market circumstances, interest
rates, trading volume, settlement delays, and transfers. A mutual fund aims to pay dividends on a
regular basis, but does not guarantee it will do so. To be able to pay dividends, the system must
have a distributable surplus. See the Scheme Information Document for details on the scheme's
parts and system-specific risks.
Mr. S. Santhanakrishnan
Mr. A. N. Shanbhag
BOARD OF DIRECTORS:
Management Team
Krishna Daga
Govind Agrawal
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
Ashwani Kumar
Omprakash S. Kuckian
Prashant Pimple
Anju Chhajer
Commodities
Vision Statement
being a well-known wealth generator with a focus on customer service and a culture of ethical
company behaviour.
Mission Statement
to develop and maintain a top-tier, high-performing atmosphere with the goal of pleasing our
clients.
The Companies Act, 1956 was used to form Reliance Capital Asset Management Limited
(RCAM), an unlisted public limited company. CG near Mardia Plaza owned by Reliance House.
To be registered as a company and situated at 841 Senapati Bapat Marg, Elphinstone Road,
Mumbai 400 013, One India Bulls Centre Tower 1, Jupiter Mills Complex, 841 Senapati Bapat
Marg In accordance with the SEBI (Mutual Funds) Regulations, 1996, Reliance Capital Trustee
Co. Ltd. and Reliance Capital Asset Management Ltd. signed an agreement (IMA) on May 12,
1995, which was later revised on August 12, 1997, and January 20, 2004. According to this IMA,
RCAM is competent to serve as the Mutual Fund's Investment Manager. On March 31, 2009, the
PAGE - 26
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
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asset management company had a net value of Rs. 841.32 crores, according to the audited financial
accounts. 47 different strategies have been provided by the mutual fund, including:
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
A growth fund's primary objective is to produce long-term capital appreciation. Stocks are a
common investment vehicle for these programs. These investments have a high degree of
uncertainty. Investors may choose and select from a number of choices available via these
programs, such as dividends and capital raising. The option must be specified in the application
form by investors. Mutual funds allow investors to fine-tune their portfolios. Investors interested
in long-term growth should consider growth plans.
By investing in equities and equity-related assets, the programme aims to achieve long-term
financial gains. This is done via a research-backed investment approach.
Investment Pattern
Debt Instruments – Up to 30%
Investment Objective
In order to achieve long-term financial gains, the programme invests in stock and equities based
on a research-based investment strategy...
Plans / Options
Growth Plan: Growth Option & Bonus Option
Dividend Plan: Dividend Pay-out Option & Dividend Reinvestment Option
Fund Manager: Aswani Kumar
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Exit Load: 1 percent if the unit is replaced or replaced on or before the anniversary of the date of
allotment. No replacement or replacement after one year has passed from the first day of delivery
of the units.
Long-term capital appreciation from a portfolio predominantly invested in equities and equity-
related instruments is the scheme's primary goal.
Investment Pattern
Investment Objective
The main objective of the program is to generate long-term capital growth through a portfolio
invested primarily in stocks and equity related securities...
Plans / Options
Growth Option
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ROAD, BENGALURU.
Minimum Redemption Amount: Will be allowed only after the expiry of the lock in period of 3
years.
Tax Benefits
You can avail the benefits described in sub-section (2) of section 80C of the Income-tax Act, 1961
by investing in this fund. Eligible investor should be an undivided Hindu individual or family
member, in this plan Rs. 1 lakh can be invested and eligible for deduction under this section of the
Act.
Income funds are designed to provide investors with a steady stream of income. Fixed-income
assets, such as bonds, corporate bonds, government securities, and money market instruments, are
often found in these sorts of investments. This kind of investment is less hazardous than a stock
plan. These funds are unaffected by changes in the stock market. Such goods, on the other hand,
provide some potential for financial appreciation. Interest rates in the nation have an impact on
these assets' NAV values. These funds' net assets are projected to rise in the foreseeable future if
interest rates decline. Long-term investors, on the other hand, may not take into account these
developments.
1. Reliance Liquidity Fund
For the program's investment aim, it is to give the greatest possible return while maintaining a high
level of liquidity and moderate levels of risk. Because of this, most money is invested in debt and
money markets.
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Investment Objective
The investment objective of the program is to provide the best possible return while maintaining
a high level of liquidity and reasonable risk. Consequently, investment is mostly in debt
instruments and money markets.
For all investors, the minimum investment is Rs. 5 crores, with subsequent multiples of Rs. 1
Unitholders will receive monthly dividends from the scheme's investments, while the secondary
goal is to increase their portfolio's value.
Table of Contents: Open Box. The amount of distributable surplus determines how much money
you will get each month.
The return on your investment
The scheme's primary investment goal is to provide investors with a steady stream of income via
the distribution of monthly dividends, with capital growth serving as a secondary goal.
There was a December 7, 2011 minimum investment for all plans and choices. The Fund Managers
are Amit Tripathi and Ashwani Kumar, and the minimum investment is Rs. 5,000.
Entry Load: Zero
Exit Charge: 1% if units are transferred or replaced on or before the anniversary of the date of unit
assignment. After one year from the date of unit assignment, there will be no exit loads.
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wealth. Given the current state of the economy and inflationary pressures, investing in gold is part
of the Indian heritage and is becoming increasingly popular among modern investors as well.
The scheme's investment goal is to invest in physical gold in order to get returns comparable to
those given by gold bars. (And gold-related securities as permitted by the regulator from time to
time). However, the scheme's performance may vary from local gold prices owing to expenses or
other relevant variables.
Inception Date: 11th March 2011
Fund Manager: Hiren Chandaria
Date of allotment: 7th March 2011
Entry Load: Nil
Scheme Type: An open-ended Fund of Fund Scheme
Quarterly AAUM: Rs.141Crores (31/03/2011) Rs.5, 000 & in multiples of Re.1 thereafter.
In case of refund or exchange on or before one year from date of unit assignment, Nil - In case of
refund or exchange after one year from date of unit assignment.
Benchmark: The actual gold price is used as a benchmark to measure the success of the system.
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ROAD, BENGALURU.
CHAPTER - 4
DATA ANALYSIS & INTERPRETATIONS
1. Gender
Gender Frequency Percentage
Male 67 67%
Female 33 33%
ANALYSIS:
From the above table it is observed that the data is collected from 67% are male and 33% are
female
GENDER
33%
Male
Female
67%
INTERPRETATION:
From the above graph we can see 67% of respondents of male responded to my survey.
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2. Occupation
Business 19 19%
Employee 40 40%
Entrepreneur 20 20%
Others 21 21%
ANALYSIS:
From the above table it is observed that, 19% are business people, 40% are
employees, 20% are entrepreneurs and 21% are others.
OCCUOATION
21% 19%
Business
Employee
Entrepreneur
20% Others
40%
INTERPRETATION:
From the above graph, 40% of them are employees are responded.
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ANALYSIS:
From the above table it is known that the income level of people that, less than 1 lakh is 7%, 1-3
lakh is 48%, 3-5 lakh is 33% and above 5 lakh is 12%.
INCOME GROUP
12% 7%
Less than 1lakh
1-3 lakh
INTERPRETATION:
Here we can see that, 48% of respondents belongs to the 1-3 lakhs income level.
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4. Since how many years you are investing through reliance mutual funds?
Below 1 26 26%
1-2 46 46%
2-4 23 23%
Above 5 5 5%
ANALYSIS:
From the above table it is known to that the investing through reliance mutual funds that, 26%
are less than 1 year, 46% are 1-2 years, 23% are 2-4 years and 5% are above 5 years.
Sales
5%
26% Below 1
23%
1-2
44653
Above 5
46%
INTERPRETATION:
From the above graph we can see that, 46% of respondents are investing in mutual
fund from 1- 2 years.
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Advertisements 27 27%
Any other 2 2%
ANALYSIS:
From the above table it is observed that the reason behind investing in reliance
mutual fund that, 17% are reputation of the company, 22% are consumer friendly policies, 27%
are advertisements, 34% are good service and 2% is other reason.
Any other
Good service
Advertisements
0 5 10 15 20 25 30 35 40
INTERPRETATION:
From the above graph, 34% of them investing in mutual fund because of good service giving by
them.
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
6. Do you receive any notifications or information about new products and existing
products?
Yes 81 76%
No 19 24%
ANALYSIS:
Out of 120 respondents 76% are receive notifications about new products and existing products,
24% are not receive any information.
24%
Yes
No
76%
INTERPRETATION:
76% of respondents are received notification about the new products and existing products.
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ROAD, BENGALURU.
Rarely 20 20%
Never 5 5%
ANALYSIS:
From the above table it is known to that information received by the respondents that, 21% are
receive very often, 37% are receive some times, 17% are can’t say, 20% are receive rarely and
5% are never receive.
Never
Very often
Rarely 5% Very often
21%
20%
Some times
Can’t say Can’t say
17% Some times
37% Rarely
Never
INTERPRETATION:
37% of respondents are sometimes they receive the notification or information by mutual fund.
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Others 12 12%
ANALYSIS:
Out of 120 respondents they receive information that, through SMS 35%, through
phone call 25%, through e-mail 28% and 3% receive information in other way.
INTERPRETATION:
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
Satisfied 38 38%
Dissatisfied 27 27%
Highly dissatisfied 3 3%
ANALYSIS:
Out of 120 respondents the communication from the company that, 13% are highly satisfied,
38% are satisfied, 19% are can’t say, 27% are dissatisfied and 3% are highly dissatisfied.
INTERPRETATION:
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
10. Did you come across any problem with reliance mutual fund?
Yes 77 77%
No 23 23%
ANALYSIS:
From the above table it is known to that, 77% are face problem with reliance mutual
fund and 23% are not.
No
Yes
0 10 20 30 40 50 60 70 80 90
Yes No
PROBLEM WITH MUTUAL FUND 77 23
INTERPRETATION:
Here 77% of respondents are saying yes they face problem with mutual fund.
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ROAD, BENGALURU.
Others 9 9%
ANALYSIS:
From the above table it is know that the problem faced by the respondents,20% are
NCT, 36% are change in the existing details, 35% are SIP and 9% are other problem faced.
TYPE OF PROBLEM
36% Others
INTERPRETATION:
Here 36% of respondents are facing more problem in any changes in their existing details.
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Walk in 34 34%
Mail 38 38%
Others 5 5%
ANALYSIS:
From the above table it is observed that the way of approach to the company to
resolve the problems that, 23% are call customer care, 34% are walk in, 38% are through mail
and 5% are in other way.
5%
23%
Call customer care
Walk in
38%
Mail
Others
34%
INTERPRETATION:
Here we can see 38% of respondents are approaching through the mail.
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ROAD, BENGALURU.
Sometimes 39 39%
Rarely 15 15%
Never 5 5%
ANALYSIS:
From the above table it is observed that how often the respondents get the
problem that, 18% are very often, 39% are sometimes, 23% can’t say, 15% are rarely and 5% are
never.
Chart Title
45
39
40
35
30
25 23
20 18
15
15
10 5
5
0
Very often Sometimes Can’t say Rarely Never
Series 3
INTERPRETATION:
Here 39% of respondents are facing problem sometimes from the mutual fund.
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
Instantly 9 9%
more 8 8%
ANALYSIS:
From the above table it is observed that the amount of time it took to get the service
that, 9%% are served instantly, 11% are with an hour, 36% are half a day, 36% are one day and
8% are more.
8% 9% Instantly
11%
With an hour
36%
Half a day
36%
One day
more
INTERPRETATION:
Here 36% of respondents are telling the mutual fund company they took half a day and even one
day to give the service.
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
15. Are you satisfied with the amount of time it took to get the service?
Satisfied 49 49%
Neutral 10 10%
Dissatisfied 27 27%
Highly dissatisfied 4 4%
ANALYSIS:
Out of 120 respondents, 10 % percent are very pleased, 49% percent are happy, 10% percent are
neutral, 27% percent are dissatisfied, and 4% percent are extremely dissatisfied with the service.
SATISFACTION OF SERVICE
Highly dissatisfied 4%
Dissatisfied 27%
Neutral 10%
Satisfied 49%
0 10 20 30 40 50 60
INTERPRETATION:
49% of the respondents are satisfied with the time they took to give service.
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ROAD, BENGALURU.
Satisfied 49 49%
Neutral 8 8%
Dissatisfied 27 27%
Highly dissatisfied 6 6%
ANALYSIS:
According to the above data, 10% of the respondents expressed high satisfaction on the
accessibility of the service, 49% were satisfied, 8% were indifferent, 27% were dissatisfied and
6% were highly dissatisfied.
49% Series1
27%
10% 8% 8%
1 2 3 4 5
INTERPRETATION:
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17. Are you satisfied with the overall quality of service delivered?
Satisfied 40 40%
Neutral 15 15%
Dissatisfied 25 25%
Highly dissatisfied 5 5%
ANALYSIS:
According to the above data, of those who received services from the firm, 15% are very happy,
40% are satisfied, 15% are indifferent, 25% are dissatisfied, and 5% are severely dissatisfied.
INTERPRETATION:
Here 40% of employees are saying they are satisfied with the overall quality of service they
delivered.
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
18. In your view, which of the following mutual fund is concerned more about customer?
Others 1 1%
ANALYSIS:
From the above table it is known that the among the mutual fund company which is
concerned more about customer, 43% is reliance mutual fund, 21% is UTI mutual fund, 16% is
SBI mutual fund, 19% is HDFC mutual fund and 1% is others.
INTERPRETATION:
43% of respondents are saying reliance mutual fund are concerned more about customers.
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19. In your view, which of the following mutual fund provides better returns to customer?
Others 3 3%
ANALYSIS:
Out of 100 respondents they expressed that the best returns among the mutual fund companies,
38% is reliance mutual fund, 25% is UTI mutual fund, 22% is SBI mutual fund, 12% is HDFC
mutual fund and 3% is others.
3%
12% Reliance mutual fund
25% Others
INTERPRETATION:
Here 38% of respondents are telling reliance mutual fund is the best to provide the better return
to the customers.
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ROAD, BENGALURU.
20. In your view, which of the following mutual fund company maintains better
relationship?
Others 1 1%
ANALYSIS:
From the above table it is observed that the existed mutual companies which one maintain
better relationship, 30% is Reliance mutual fund, 21% is UTI mutual fund, 26% is SBI mutual
fund, 22% is HDFC mutual fund and 1% is others.
10
1
0
Reliance mutual fund UTI mutual fund SBI mutual fund HDFC mutual fund Others
INTERRETATION:
30% of respondents are saying again reliance mutual fund because of they maintain better
relationship with the customers.
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21. In your view which of the following mutual fund company communicates with customer
often?
Others 1 1%
ANALYSIS:
From the above it is known that the among the mutual fund companies which
company communicates with customer often, 40% is Reliance mutual fund, 13% is UTI mutual
fund, 22% is SBI mutual fund, 24% HDFC is mutual fund and 1% is others.
INTERPRETATION:
Here 40% of respondents are saying reliance mutual fund Company communicates properly with
the customer often.
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22. Please tick the desired answer, how do you rate the mutual fund services in Reliance?
Staff efficiency
Excellent 14 14%
Good 46 46%
Average 32 32%
Poor 8 8%
ANALYSIS:
From the above table the staff efficiency of reliance mutual fund known that, 11.67% are says
excellent, 55.00% are says well its good, 26.67% are says average, 6.67% are says poor.
STAFF EFFICIENCY
50 46
40
32
30
20 14
8
10
0
Excellent Good Average Poor
STAFF EFFICIENCY
INTERPRETATION:
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ROAD, BENGALURU.
Timely response
Excellent 5 5%
Good 40 40%
Average 31 31%
Poor 24 24%
ANALYSIS:
From the above table it is observed that the timely response of staff towards the customers, 5%
are says is excellent, 40% are says is good, 31% are says is average, 24% are says is poor.
TIME RESPONSE
5%
24% Excellent
Good
40%
Average
Poor
31%
INTERPRETATION:
40% of respondents are telling time response of staff towards customers is well good.
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ROAD, BENGALURU.
Update information
Excellent 25 25%
Good 40 40%
Average 22 22%
Poor 13 13%
ANALYSIS:
From the above table it is known that passing the update information to customers, 25% are says
excellent, 40% are says good, 22% are says average, 13% are says poor.
UPDATED INFORMATION
Poor 13
Average 22
Good 40
Excellent 25
0 5 10 15 20 25 30 35 40 45
UPDATED INFORMATION
INTERPRETATION:
40% of respondents are saying the passing the updated information by the company is good.
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ROAD, BENGALURU.
Clarity of concept
Excellent 5 5%
Good 23 23%
Average 47 47%
Poor 25 25%
ANALYSIS:
From the above table it is observed that the clarity of concept of company towards the customers,
5% are says is excellent, 23% are says is good, 47% are says is average, 25% are says is poor.
CLARITY OF CONCEPT
5%
25% Excellent
23%
Good
Average
Poor
47%
INTERPRETATION:
47% of respondents are telling clarity of concept of the company towards the customers is average.
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ROAD, BENGALURU.
23. Where do you rate Reliance mutual fund on the scale of 10 in terms of service?
4 31 31%
6 15 15%
8 18 18%
10 7 7%
Others 29 29%
ANALYSIS:
From the above table it is observed that the rating of the Reliance mutual fund in terms of
service, 31% are given 4, 15% are given 6, 18% are given 8, 7% are given 10, and 29% are more
than 10.
Others
29
10
7
8
18
6
15
4
31
0 5 10 15 20 25 30 35
INTERPRETATION:
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Satisfied 31 31%
Neutral 19 19%
Dissatisfied 30 30%
Highly dissatisfied 8 8%
ANALYSIS:
According to the above data, 12% of customers are very happy with Reliance Mutual Fund,
followed by 31% of satisfied customers, 19% of neutral customers, 30% of unsatisfied
customers, and 8% of severely dissatisfied customers.
Highly satisfied
8% 12%
Satisfied
30% Neutral
31%
Dissatisfied
19% Highly dissatisfied
INTERPRETATION:
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Yes 59 59%
No 41 41%
ANALYSIS:
Out of 120 respondents 59% are satisfied with the customer relationship management of Reliance
and 41% are not satisfied.
60
50
40
30
20
10
0
Yes No
Series 1
INTERPRETATION:
From the graph we can see 59% of them are satisfied with the customer relationship management.
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ROAD, BENGALURU.
CHAPTER – 5
FINDINGS, SUGGESTIONS & CONCLUSION
5.1 FINDINGS
• Reasons behind in investing reliance mutual fund is because of good service.
• The majority of respondents who are investing in mutual fund are male customers and their
income level is 1 – 3 lakhs annually.
• Out of 100 respondents 38% of respondents are satisfied with the communication from the
company.
• It is observed that more respondents are approaching through mail if they get any problem.
• Most of them are investing in reliance mutual fund from 1 – 2 years.
• Reliance mutual fund is concerned more about the customer.
• The reliance mutual fund is providing better return to their customers.
• Out of 100 respondents 49% of them are satisfied with the accessibility of the service.
• It is observed that many of the customers are satisfied with the delivery of service by the
company.
• The majority of respondents are telling that the staff efficiency, update information, clarity
of concept of reliance mutual fund is well good.
• Respondents are saying reliance mutual fund is responding instantly for the problems.
• Majority of them are telling they get notification from reliance mutual fund through the SMS.
• It is found that 34% of respondents are investing in reliance mutual fund because of good
service and the consumer friendly policies.
5.2 SUGGESTIONS
After analyzing the data gathered from survey, the following suggestions are proposed
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5.3 CONCLUSION
The most crucial idea in contemporary marketing is probably customer relationship management
(CRM). CRM has only lately been loosely defined as the activity of managing customer data.
CRM plays a big part in keeping and attracting investors. The client relationship has been
moderately maintained by Reliance Mutual Fund Company. It must provide greater consumer
value and satisfaction to strengthen stronger customer relationships...
BIBLIOGRAPHY
REFERENCES:
• www.mutualfundindia.com
• www.amfiindia.com
• www.reliancemutual.com
• www.sharemarketbasics.com
• www.google.com
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ANNEXURE
QUESTIONNAIRE
Name :
Contact no :
1. Gender
Male Female
2. Occupation
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
4. Since how many years you are investing through Reliance Mutual Funds?
6. Do you receive any notifications or information about new products and existing products?
Yes No
others
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
10. Did you come across any problem with Reliance Mutual Fund?
Yes No
NCT (Non communication transaction) Regarding any changes in the existing details
15. Are you satisfied with the amount of time it took to get the service?
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
17. Are you satisfied with the overall quality of service delivered?
18.In your view, Which of the following Mutual Fund is concerned more about customer? Please
rank
19. In your view, which of the following Mutual Fund provides better returns to customer?
Please rank
20. In your view, which of the following Mutual Fund Company maintains better relationship?
Please rank
21. In your view, which of the following Mutual Fund Company communicates with customer
often? Pleas rank
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENNT IN RELIANCE MUTUAL FUND, SAMPIGE
ROAD, BENGALURU.
22. Please tick the desired answer, How do you rate the Mutual Fund services in Reliance?
Timely Response
Updated
Information
Clarity of Concept
23. Where do you rate Reliance Mutual Funds on the scale of 10 in terms of service?
4 6 8 10 others
Yes No
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SUHAS GOWDA MC -B1919712
ORIGINALITY REPORT
13 %
SIMILARITY INDEX
11%
INTERNET SOURCES
2%
PUBLICATIONS
7%
STUDENT PAPERS
PRIMARY SOURCES
1
pdfcoffee.com
Internet Source 2%
2
www.reliancemutual.com
Internet Source 1%
3
citi.co.in
Internet Source 1%
4
reliancemutual.com
Internet Source 1%
5
docshare.tips
Internet Source 1%
6
Submitted to National Economics University
Student Paper <1 %
7 Submitted to University of Wales central
institutions
<1 %
Student Paper
8
www.slideshare.net
Internet Source <1 %
9
Submitted to University of Leicester
Student Paper <1 %
<1 %
Submitted to Amity University
10 Student Paper
<1 %
Submitted to Higher Education Commission
11 Pakistan
Student Paper
<1 %
Submitted to Institute of Management
12 Technology
Student Paper
<1 %
mbacomesap.blogspot.com
13 Internet Source
<1 %
Submitted to University of Sheffield
14 Student Paper
<1 %
www.authorstream.com
15 Internet Source
<1 %
Submitted to University of Hertfordshire
16 Student Paper
<1 %
Submitted to IMS Unison University
17 Student Paper
<1 %
www.scribd.com
18 Internet Source
<1 %
Submitted to University of Northern Virginia
19 Student Paper
<1 %
etheses.saurashtrauniversity.edu
20 Internet Source