ketan chomal rcom crm (sip)

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

ASUMMER INTERSHIP REPORT

ON

(CUSTOMER RELATIONSHIP MANAGEMENT)

Submitted toL.J.Institute of management Studies

In requirement of partial fulfillment ofMaster’s 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


CertificateCertificate

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 co-

operation 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: - Thank You

Place: - Ahmedabad

KETAN CHOMAL



TABLE OF CONTENT

Serial No. Chapter Title Page No

1 Executive Summary 5

2 Introduction to project

2.1 History of

telecommunication sector in

India

2.2 History of Reliance

Communication

2.3 Customer Relationship

Management

3 Literature Review

3.1 Reliance ADA Group

3.2 An overview of current

market scenario

4 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

Communication

5 Objective & Problem

Statement

6 Research & Methodology

7 Data Analysis & Interpret

8 Conclusion &

Recommendation

9 Limitation Of Study

10 Notes & Reference Annexure



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 attaché.



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 long-

distance 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 theend of June-2010 from 653.92 Million in May-2010, thereby registering agrowth rate of 2.72%. With this, the overall Tele-density in India reaches56.83

Wireless Segment (GSM, CDMA & FWP)

Wireless subscriber base increased from 617.53 Million in May-2010 to 635.51Million at the end of June-2010 registering a growth of 2.91%. Wireless Teledensitystands at 53.77.

Wireless Service:

A. Service Providers’ share in net additions during the month of June-2010

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Histories of Indian Telecommunications are as follows : –



2.2) HISTORY OF RELIANCE COMMUNICATION


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.

1953 - A 12 channel carrier system was introduced in the nation.

9) 1976 - First digital microwave junction was introduced.

1980 - First satellite earth station for domestic communications was established at Secunderabad.

5) 1933 - Radiotelephone system was inaugurated between the UK and India.

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.

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.

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.

1979 - First optical fiber system for local junction was commissioned at Pune.


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

company’s 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 India’s middle class chose to stay away. Dhirubhai’s 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 Dhirubhai’s 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 stockholders—a record in India’s

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 post-

Independent 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 petrochemicals—the 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 refinery—the next

big leap in his overall strategic roadmap for Reliance. Conceived as the world’s 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 Dhirubhai’s 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 India’s largest

information and communications services provider with over 20 million subscribers, and offers



the full range of integrated telecom services—at 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

COMMUNICATION

ENTERPRIZE

NETWORK

PERSONAL

RELIANCE WORLD

SHARED SERVICE


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 Type-corporate

o City-Noida

o 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 real-time 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 Inida’s 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

COMMUNICOMMUNICATIONCATION

ENERGY CAPITAL ENTERTAINTMENT

INFRASTRUCTURE

WIRE -LESS

BROAD BAND

WEB WORLD

GLOBALBUSI- NESS

GENERATION

TRANSMISSION

DISTRIBUTION

MUTUL

FUND

LIFE INSURANE

GENERAL INSU

RANCE

ADLABS

RADIO

R TRADEPOWER

TRADING

NATURAL RESOURCE

S

HEALTH CARE

MUDRA COMMUNICATION

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

Dhirubhai’s 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 Communication’s 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 Public

BSE: 532712

INDUSTRY Telecommunication

FOUNDED 2004



FOUNDER Dhirubhai Ambani

HEADQUARTERS New Mumbai , Maharashtra, India

AREA SERVED India

KEY PEOPLE Anil D. Ambani (chairman)

Satish Seth (MD)

PRODUCTS Wireless, Telephone, Internet, Data cards,

VC(SOHO, Resi. , Enterprise)

REVENUE Rs 22948 crore(2009)

OPERATING

INCOME

Rs 9305 crore (2009)

NET INCOME Rs 6045 crore(2009)

TOTAL ASSETS Rs 102207 crore(2009)

TOTAL EQUITY Rs 1032 crore(2009)

EMPLOOYEEAS 31884(2009)

CIRCLE 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

REGION 1.Delhi , 2.Mumbai , 3.South , 4.Rest Of India

4.3) VISION, MISSION & VALUES

VISION:

“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.”



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

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


VOICE DATA

LAW VALUE

1) FLP2) CENTREX

HIGH VALUE

1) DIA2) LL

A) TDMB) ETHERNET

C) VPN/MPLSVPN

LAW VALUE

1) BIA –NORMAL BROAD BAND

HIGH VALUE

1) PRI2) TOLL FREE


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), Supply-

Chain 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 India’s 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.


From Existing New

Lead Generat

es

Purchase Order


4.5) CRM IN RELIANCE COMMUNICATION

STEP BY STEP PROCESS CHART

Sales

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.



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


SALE

BILL TRIGGER

BILL GENERATION

BILL DELIEVERY

TELECALLING

BILL DELIEVERY & CHARGES

CONFIRMATIONIF ISSUE

PAYMENT CONFIRMATION

CHECK PICK UP

PAYMENT POSTING

PAYMENT POSTING

VERIFICATION

RA

DEPARTMENT

ISSUE SOLUTION


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).

If issues at customer end than service being suspended. But if issue at Reliance Com end then

there is bucket system.


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

SALES

ICO


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



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:


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


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 CRM’s 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. HI TECH OUT SOURCING SERVICES

2. STERLING ADDLIFE INDIA LTD

3. ERHARDT + LEIMER INDIA PVT LTD



4. 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


NO. OF

CUSTOMER AMOUNT

CORPORATE

133 5608776.97

SME

9 64749.01

TOTAL = 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 TDS’s data given from the

company. Numbers of TDS of all three clusters are as under.

AHMEDABAD SURAT RAJKOT TOTAL

TOTAL TDS 31 18 5 54

UNDER ACHIEVEMENT 6 3 2 11

COLLECTED 25 15 3 43

TOTAL TDS AMOUNT OF ALL THREE CLUSTERS FOR A MONTH ARE AS UNDER

CITY AHMEDABAD SURAT RAJKOT TOTAL

Rs. Rs. Rs. Rs.

COLLECTED TDS 1257093 985304 170934 2413331

PENDING COLLECTION 175944 9138 8662 193744

TOTAL AMOUNT TO BE COLLECTED 1433037 994442 179596 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

0100002000030000400005000060000700008000090000

100000

COSM

IC

SANDESH

VEEDA

E INFO

LIBERTY

AMBUJA

NUTAN BANK

MIC

O

Series1


0

50000

100000

150000

200000

250000

300000

350000

400000

MUDRA GRUH HITECH GIPL MOTIF HCL

Series1




02000400060008000

1000012000140001600018000

CY

GN

ET

INF

OT

EC

H P

VT

PA

DM

AE

NT

ER

PR

ISE

PLA

SE

TE

NE

LOX

IM

ELE

CT

RO

TH

ER

M

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

88%

12%

ACHIEVEMENT UNDER ACHIEVEMENT

SURAT

Surat cluster TDS collection due for month was 994442 from which individual contribution of

customers are as under.



SURAT COLLECTED TDS (CORPO)

050000

100000150000200000250000300000350000

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

99%

1%


RAJKOT



Rajkot cluster TDS collection due for month was 179597 from which individual contribution of

customers are as under.

RAJKOT COLLECTED TDS (CORPO)

0

20000

40000

60000

80000

100000

120000

140000

ANGEL CAP ISHAN SPEED NET

AMOUNT

INTERPRETATION:

Rajkot contributes average TDS collection amount from three clusters is 56786 and

contribution in total TDS amount is 7%.

RAJKOT-ACHIEVEMENT

95%

5%




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 it’s because of Surat cluster have highest

average of TDS amount.

PERCENTAGE OF PENDING TDS

CLUSTER AS PER THE AMOUNT AS PER THE NO.

AHMEDABAD 12% 19%

SURAT 1% 17%

RAJKOT 7% 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 SURAT RAJKOT

% OF

CONRIBUTION OF

TOTAL

54 38 8

% OF NO. TDS

COLLECTED 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

0

200

400

600

Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10

Key Account Named Account Group Company Total

Key Account 82.06 37.64 30.24 83.43 42.22 38.12

Named Account 304.07 185.96 187.01 320.12 193.73 215.09

Group Company 5.91 3.59 4.74 7.13 4.08 5.72

Total 392.04 227.19 221.99 410.68 240.03 258.93

Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10

(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

company‘s 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.


http://ardictionary.com/Privilege/11976

http://ardictionary.com/Or/1924

http://ardictionary.com/Claim/6270

http://ardictionary.com/Right/6465

http://ardictionary.com/Some/11005

http://ardictionary.com/On/1321

http://ardictionary.com/Insisting/4997

http://ardictionary.com/Not/2364

http://ardictionary.com/Or/1924

http://ardictionary.com/Waiving/197

http://ardictionary.com/Of/869

http://ardictionary.com/Act/1734

http://ardictionary.com/The/2611


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

0.00

10.00

20.00

30.00

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

RelianceEnterprise KA

RelianceEnterprise NA

RelianceEnterprise GrpCompRelianceEnterprise ISP

Grand Total

RelianceEnterprise KA

4.60 17.84 8.43 6.03 12.96 2.05

RelianceEnterprise NA

6.78 9.62 14.24 5.76 10.27 5.25

RelianceEnterprise GrpComp

0.00 0.00 0.30 0.00 0.00 0.00

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10



COMPARISION OF TOTAL REVENUE & WAIVER

0100200300400500

Jan-10 Feb-10

Mar-10

Apr-10 May-10

Jun-10

Total Revenue

Waiver Amount

% Waiver Passed

Total Revenue 392.04 227.19 221.99 410.68 240.03 258.93

Waiver Amount 11.38 27.46 22.97 17.16 24.59 7.30

% Waiver Passed 2.90% 12.09 10.35 4.18% 10.25 2.82%

Jan-10Feb-10

Mar-10

Apr-10May-10

Jun-10

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 can’t 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 Since the study was within a period of 6weeks, time factor was a major constraint.

o 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 - Philip Kotler

Web site:

Trait.govt.in

Rcom.in

Indianetzone.com

Rcom.gm.co.in



11) ANNEXURE

TDS Certificate:

ABC COMPANY LTD.

ABC 346 865, Gujarat, India

Telephone (079) 234667, 235679-8, Telefax (079) 236677

E mail : [email protected]

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 TDS certificate No.

Qtr 1 Qtr 2 Qtr 3 Qtr 4

RELIANCE

COMMUNICATION

INFRASTRUCURE

LTD.

______RS ______RS _____RS ______RS

Thanks.

For, ABC company Ltd.


mailto:[email protected]


(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 non-

residential 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

ABC company Ltd.

Sector no. 4 ,

Plot no. 2,

GIDC

Ahmedabad

Quarter Acknowledgement

No.

RELIANCE

COMMUNICATION

INFRASTRUCTURE LTD.

COMMERSE HOUSE,

100 FEET ROAD,

PRAHLAD NAGAR,

AHMEDABAD

GUJARAT

Q1 01002098792200

Q2 -----------------

Q3 ------------------

Q4 -------------------

TAX DEDUCTION A/C NO.

OF THE DEDUCTER

NATURE OF PAYEMENT PAN NO. OF THE PAYEE



RHJK98079G

Payment to contractors/ Sub

contractors

AACCH778H

PAN NO. OF THE

DEDUCTER-----------

FOR THE PERIOD

01/04/09 TO 01/04/10

DETAILS OF PAYMENT , TAX DEDUCTION AND DEPOSIT OF TAX INTO CENTRAL GOVERNMENT

ACCOUNT

(The deductor is to provide transaction-wise details of tax deducted and deposited)

Sr

No.

Amount

paid/credited

(Rs.)

Date of

payment/

credit

TDS

(Rs.)

Surcharge

(Rs.)

Education

Cess

( Rs.)

Total tax

Deposited

Cheque/DD

No (if any)

BSR

code

of

bank

Branch

Date on

which tax

Deposited

Transfer

Voucher/challan

identification

No.

1 - - - - - -

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 For ABC company Ltd.

Date : _______________________________

Signature of person responsible for deduction of tax


ketan chomal rcom crm (sip)

Documents