Project On CRM

PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT
A
SUMMER INTERSHIP REPORT
ON
(CUSTOMER RELATIONSHIP MANAGEMENT)
Submitted to
L.J.Institute of management Studies
In requirement of partial fulfillment of

Master’s of Business Administration (MBA)
2 year full time Program of Gujarat Technological University
Submitted on:
09th March -12
Submitted by:
L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

Certificate
It is hereby certified that the work incorporated in the thesis submitted entitled “Customer
Relationship Management” submitted by 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: Nashik 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. 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. (G.M.- Revenue Assurance)
 Mr. (Sr. Manager Enterprise - RA Dept.)
 Mr. (Manager Enterprise - RA Dept.) and
 Mr. (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
AKSHAY VYAS
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 the

end of June-2010 from 653.92 Million in May-2010, thereby registering a
growth rate of 2.72%. With this, the overall Tele-density in India reaches
56.83
Wireless Segment (GSM, CDMA & FWP)
Wireless subscriber base increased from 617.53 Million in May-2010 to 635.51

Million at the end of June-2010 registering a growth of 2.91%. Wireless Teledensity
stands at 53.77.
Wireless Service:
A. Service Providers’ share in net additions during the month of June-2010
company bharti reliance vodafone tata idea aircel

% 16.69 15.76 15.09 12.94 12.01 8.9
unitech Bsnl Videocon sistemen Hfcl stel

5.62 5.62 3.05 2.6 0.82 0.52

Histories of Indian Telecommunications are as follows : –

1902 - First wireless telegraph station was established between Saugor Islands
and Sandheads.
2) 1907 - First Central Battery of telephones was introduced in Kanpur.
1913-1914 - First Automatic Exchange was installed in Shimla.
4) July 23, 1927 - Radiotelegraph system was established between

the UK and India, with important stations at Khadki and Daund,
which were inaugurated by Lord Irwin by exchanging greetings with
the King of England.
5) 1933 - Radiotelephone system was inaugurated between the UK

and India.
1953 - A 12 channel carrier system was introduced in the nation.
1960 - First subscriber trunk dialing route was commissioned between

Kanpur and Lucknow.
1975 - First PCM system was commissioned between Mumbai City and
Andheri telephone exchanges.
9) 1976 - First digital microwave junction was introduced.
1979 - First optical fiber system for local junction was commissioned at Pune.
1980 - First satellite earth station for domestic communications was

established at Secunderabad.
12) 1984 - C-DOT was established for indigenous development and
production of digital exchanges.

13) 1985 - First mobile telephone service started on non-commercial
basis in Delhi.
2.2) HISTORY OF RELIANCE COMMUNICATION

The second son of a school teacher, Dhirubhai was born in 1932 in the village of Chorwad in
Gujarat in circumstances that can best be described as modest. Driven by hardship and want, he
had to drop out of school early. In 1949, at the age of 17, he went to Aden (now Yemen) in search
of opportunity, and worked as a dispatch clerk for A. Besse & Co. A couple of years later, the
company became a distributor for Shell products and Dhirubhai was promoted to manage the
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
COMMUNICATIO
N
ENTERPRIZE SHARED
SERVICE
NETWORK RELIANCE
WORLD
PERSONAL

2.3) CUSTOMER RELATIONSHIP MANAGEMENT
Business is all about managing the relationships it has with its customers. The better the
relationship with the customers the more successful the business will be. In CRM we use
available technology and a customer focused strategy hand in hand to manage the day to day
contacts with customers to achieve this. Customer Relationship Management is one of the
newest innovations in customer service today. CRM stands for customer relationship
management and helps the management and customer service staffs cope with customer concerns
and issues. CRM involves gathering a lot of data about the customer. The data is then used to
facilitate customer service transactions by making the information needed to resolve the issue or
concern readily available to those dealing with the customers. This results in more satisfied
customers, a more profitable business and more resources available to the support staff.
Furthermore, CRM Customer Relationship Management systems are a great help to the
management in deciding on the future course of the company.
Definition
“Customer Relationship Management is the process of managing detailed information

about individual customers and carefully managing all customer TOUCH POINTS to
maximize customer loyalty.”
As mentioned, there is much data needed for the CRM system to work. For example In Reliance
Communication
o Receipt No- B00015759944

o Receipt Date- 08.09.2009
o CoCd-RICL
o CBOC Code- 5930
o Circle-Gujarat
o Entered By- altaf lokhandwala
o CAF- 100000102199295
o Customer Name- Rajshree Polyfil Ltd
o 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
COMMUNI ENERGY CAPITAL ENTERTAI INFRASTR

CATION NTMENT UCTURE
NATURAL
WIRE GENER MUTUL ADLABS RESOURCE
-LESS ATION FUND S
BROAD TRANS LIFE RADIO HEALTH

BAND MISSION INSURANE CARE
WEB DISTRI GENERAL MUDRA

WORLD BUTION INSU COMMUNICATION
RANCE
INFO
GLOBAL POWER STREAM
BUSI- NESS TRADING R TRADE
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 Rs 9305 crore (2009)
INCOME
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

VOICE DATA
LAW VALUE LAW VALUE
1) FLP 1) BIA –NORMAL BROAD

2) CENTREX BAND
HIGH VALUE HIGH VALUE
1) PRI 1) DIA
2) TOLL FREE 2) LL
A) TDM
B) ETHERNET
C) VPN/MPLSVPN
A) VOICE :
Voice is the best product for solution of many problems. In today scenario there are such
types of situation face by business are as under.
 Multiple Board Numbers – inconvenient for customers and other callers.

 Multiple suppliers across offices
 Stand-alone offices No Networking
 Plain Old Telephone service (POTS) experience
 Staff to manage and multiple suppliers
 Multiple bills / cheques No bulk spend benefits
1) Centrex line:
Centrex is a set of specialized business solutions (primarily, but not exclusively, for voice
service) where the equipment providing the call control and service logic functions is owned and
operated by the service provider and hence is located on the service provider's premises. Since
Centrex frees the customer from the costs and responsibilities of major equipment ownership,
Centrex can be thought of as an outsourcing solution.
Applications
 Small business start-ups (growth and costs)

 Banks and financial institutions (branch offices/multi-departmental branches)
 Professional offices (reliability, connectivity and customer service)
 Local government (reliability, cost, multi-location)
 Hotels and guest houses (customer service)
 Colleges and Universities (reliability, cost, multi-location, growth)
 Temporary locations where permanent PBX services are impractical, such as a campaign
office.
Services
 Call Transfer
 Call Divert– on no reply /on busy
 Call Waiting
 Three Party Conference
 Call Pick up(Group)
 Ring Back
 Reminder / Alarm call
 Last Number Redial
 Centrex Hotline (non-dialed connection)
 Centrex Warm Line (delayed Hotline)
 Centrex Hunt Groups, with optional bypass numbers
2) Fixed Landline Phone (FLP):
Reliance Fixed Line phone is an intelligent landline phone service, which not only allows
you to make and receive calls, but also adds convinces to voice communication. It provides a
host of intelligent features and services, which are designed to improve user experience right
from the first call.

Be it ease of calling, Hands free talking, information on missed and received calls or using
various phone services, the Reliance Fixed Line Phone comes with a sleek and smart
telephone instrument that makes telephony easy and enjoyable.
3) Primary Rate Interface (PRI):
Primary Rate Interface, also known as ISDN PRI, is an all digital access line technology
delivering simultaneous voice and data capabilities over standard existing telephone lines. PRI
lines allow for 100% digital clarity, faster transmission speeds, greater flexibility and the
potential for increased cost savings.
Normal PRI (normal landline analog) need 12/13 kbps while Even PRI Digital need 64 kbps and
it give clear voice. In Reliance 2mb plan serve to the customer it means we can connect 30/32
lines with it.
4) Toll Free:

Today in business who want more calls to come in get a Toll free Number. If you want to give
more convince to your customers than the toll free number is the best way. Toll free number is
very easy to economically get. The person calling to does not get the charges when they call you,
it is billed to your number.
B) DATA:
It is the product which given solution to business for data. For send and receive data Reliance
Communication have many products.
Enterprise Data Requirements
 Interconnectivity of all the offices, factories, warehouses etc. for following applications
ERP (SAP, Oracle, People soft,)
CRM (Customer Relationship Management)
SCM (Supply Chain Management)

Intranet Portal
E-mails
Other customer specific applications
 Extranet Connectivity
 Remote Access
 Telecommuter Access
 Dedicated Internet Access
 Data Centre
Collocation of Servers
Web-hosting
Data Warehousing
 Disaster Recovery & Business Continuity
1) Leased Line:
 Reliance Leased Line Service is a digital point-to-point inter-city / intra-city connection

that provides a dedicated circuit of pre-subscribed bandwidth between any two points
within India.
 Reliance Leased Line Service lets the enterprise consolidate communications - Data,
Video, and Multimedia - over one circuit.
 Reliance Leased Line Service offers several bandwidth options, ranging from 64 Kbps to
155 Mbps (STM1).
2) Dedicated Internet Access:
Business critical enterprise applications such as Enterprise Resource Planning (ERP), 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.

4.5) CRM IN RELIANCE COMMUNICATION
STEP BY STEP PROCESS CHART
Sales
From Existing New
Lead
Generat
es
Purchase
Order
There are sequent wise processes in Reliance Communication. After sales dept role there is
Revenue Assurance dept comes in picture. In Reliance Communication, CRM role plays by RA
team. Because they customer face most of the time also if any complain comes from customer
the RA team responsible for that. They keep strong relation with customer and maintain.
After give services to the customer, further process taken by CRM (RA) Team. In Reliance
Communication RA team is very skill full and capable to tackle the customers.
Here, the prospects come from new or existing customers than ASM (Area sales manager) give
effort to convert prospect to positive lead. SA expresses benefit to get services of Reliance
Communication and also put proposal as per customer requirement, period of service, credit.
In next procedure the sales person meet to ICO dept (Service Assurance Manager) for check out
availability of service. After confirm with SAM they provide service to the customer. Service

Delivery Manager provides Service. After finish the fully procedure Revenue Assurance start
their procedure.
CUSTOMER RELATIONSHIP MAINTENANCE PROCESS BEING FOLLOWED IN

REVENUE ASSURANCE DEPARTMENT
In Reliance Communication CRM Role play by RA Dept. They know expectations of customer
properly because they meet many times at different step of process. For keep loyal relation with
customer and for long time strong relation RA team keep in touch with customer by process.
Process is as under.

SALE
BILL BILL
BILL GENERATION DELIEVERY
TRIGGER
TELECALLIN
G
BILL DELIEVERY
IF ISSUE & CHARGES
CONFIRMATION
R
A
D
ISSUE PAYMENT E
SOLUTION CONFIRMATION
P
A
R
CHECK PICK T
UP
M
E
N
PAYMENT
POSTING
T
PAYMENT
POSTING
VERIFICATIO
N
 INTERPRETATION OF PROCESS:
Once the sales process ends customer relationship maintenance process start. CRM of Reliance
Communication include in RA dept. CRM is being highly required by any of service user and

has to be strictly followed by any service provider to maintain and enhance revenue as well as
market share.
At Reliance Communication there is a Revenue Assurance Department being active in collecting

the payment and resolving the payment related issues of customers.
Main function of RA dept is to give invoice to customer and collect payment in which many
process involve are as under.
 BILL TRIGGER:-
Customer being charges from the start of the service at the first point.
A) BILL GENERATE
When bill generate first time there is specific docket ID given to the customer which is
unique code being use for seeing any detail regarding customer. A billing cycle is a specific
period for which customer being charged that is (1, 5, 9, 13, 17, 21, 25, and 29). Customer
has to pay bill amount within period of 22 days from the date of bill generation. A special
compact disc also provide by Reliance Communication which includes all bill related detail
which is optimal.
B) BILL DELIVERY
To provide the customer bill within 3-4 days from bill generation.
 TELE CALLING:-
Once the customer receive bill there could be some doubts from customer end also.
Telecalling being followed at Reliance Com for ensure payment.
If there is no issue at the customer end as well as company end then payment being
completed by customer. But sometime there could be issue related service as well as
payment. If it is so then following process being followed.

 Action against issue
When become any issue we try to identify that which dept is responsible for that. They jot down
the all point from the customer, check out with reconsolidation, and find out the exact point
where customers face the problem. There could be two type of issue.
 TYPES OF ISSUES
There is two type of issue , one from sales dept and second from service dept (integrated core
operation).
SAL ICO
ES
1) WRONG RATES 1) SERVICE

DOWNTIME
2) WRONG
QUANTITIES 2) CANCELLATION
CLOSURE
3) RATE RIVISION
3) ACTIATION DATE
4) TERMINATION
4) SHIFTING
5) DOWNGRADATION
5) OOD
If issues at customer end than service being suspended. But if issue at Reliance Com end then
there is bucket system.

 BUCKET:-
At any point a time or in any case customer does not pay bill amount before due date then
there is a bucket(one month) system by which customer can use service further.
Reliance com can wait 3 bucket its depend bill amount and credit and credit of the customer.
Bucket is follow because there is corporate customer and relation maintain with Reliance
Communication.

5) OBJECTIVE & PROBLEM STATEMENT

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

6) RESEARCH AND METHODOLOGY
Marketing research is a very systematic process to develop insights about customer inhibits
intuition and creativity. Behind of marketing research there is always problem and specific
object. Marketing research as the systematic design, collection, analysis, and reporting of data
and finding relevant to a specific marketing situation facing the company. Companies normally
budget marketing research at 1 to 2 percent of company sales.
Effective marketing research involves the six step are as under.
RESEARCH PROCESS

1. DEFINE THE
PROBLEM AND
RESEARCH
OBJECTIVE
2. DEVELOP THE
RESEARCH PLAN
3. COLLECT THE
INFORMATION
4. ANALYZE THE INFORMATION
5. PRESENT THE FINDING
6. MAKE THE DECISION
STEP 1:- . DEFINE THE PROBLEM AND RESEARCH OBJECTIVES
The researches try to give solution of the problem and try to reach at our objective.
In the changing scenario of telecom sector are continuously growing. Reliance Communication
stands strongly in competitors market.
Problem faced by company:

 How to beat the distant competitors?

 Are customers willing to pay full payment?
 Do the customers get the bill at right time?
 Do the customers face service problem?
 Are the customers comfortable with the 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
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.
SURAT
Surat cluster TDS collection due for month was 994442 from which individual contribution of
customers are as under.

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.
RAJKOT
Rajkot cluster TDS collection due for month was 179597 from which individual contribution of
customers are as under.

INTERPRETATION:
Rajkot contributes average TDS collection amount from three clusters is 56786 and
contribution in total TDS amount is 7%.
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 54 38 8
TOTAL
% 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

(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.
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.

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 : xyz@abc.co.in
Web site :www.abc.in
AC/TDS/HTM/2009-10
TO
RELIANCE COMMUNICATION INFRASTRUCTURE LTD.
COMMERSE HOUSE,
100 FEET ROAD,
PRAHLAD NAGAR,
AHMEDABAD
GUJARAT
We are enclosing herewith TDS certificate for the year 2009-10 which please received and
acknowledge to us.
Name TDS certificate No.
Qtr 1 Qtr 2 Qtr 3 Qtr 4
RELIANCE ______RS ______RS _____RS ______RS
COMMUNICATION
INFRASTRUCURE
LTD.
Thanks.
For, ABC company Ltd.
(Xyz)
Encl: as above
FORM No. 16 A certificate No, : 94C/2009/97968
[See rule 31 (1) (b)]
Certificate of deduction of tax at sources under section 203 of the income-tax Act, 1961
[For interest on securities; dividends; interest other than ‘interest on securities’; winning from lottery or crossword
puzzle;
Winning from horse race; payment to contractor and sub-contractors; insurance commission; payment to 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 Acknowledge Nos. of all Quarterly Name & address of the
Statements of TDS under sub-section (3) of
person deducting Tax person to whom payment
section 200 as provided by TIN Facilitation
made or in whose account it
Centre or NSDL web-site
is credited
ABC company Ltd. Quarter Acknowledgement RELIANCE
COMMUNICATION
Sector no. 4 , No.
Q1 01002098792200 INFRASTRUCTURE LTD.
Plot no. 2,
Q2 -----------------
GIDC Q3 ------------------ COMMERSE HOUSE,
Ahmedabad Q4 -------------------
100 FEET ROAD,
PRAHLAD NAGAR,
AHMEDABAD
GUJARAT
TAX DEDUCTION A/C NO. NATURE OF PAYEMENT PAN NO. OF THE PAYEE
OF THE DEDUCTER AACCH778H
RHJK98079G Payment to contractors/ Sub
PAN NO. OF THE FOR THE PERIOD
contractors
DEDUCTER----------- 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 Amount Date of TDS Surcharge Education Total tax Cheque/DD BSR Date on Transfer
No. paid/credited payment/ (Rs.) (Rs.) Cess Deposited No (if any) code which tax Voucher/challan
(Rs.) credit ( Rs.) of Deposited identification
bank No.
Branch
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:NASHIK For ABC company Ltd.

Date : _______________________________
Signature of person responsible for deduction of tax

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PROJECT REPORT ON CUSTOMER RELATIONSHIP MANAGEMENT

(CUSTOMER RELATIONSHIP MANAGEMENT)

In requirement of partial fulfillment of

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

I am highly obliged to the RELIANCE COMMUNICATIONS INFRA STRUCTURE LTD. for

Date: - Thank You

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

2.1) HISTORY OF TELECOM SECTOR IN INDIA

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

Telecom Subscription Data as on 30th June 2010

 Total Telephone subscriber base reaches 671.69 Million

The number of telephone subscribers in India increased to 671.69 Million at the

Wireless Segment (GSM, CDMA & FWP)

Wireless subscriber base increased from 617.53 Million in May-2010 to 635.51

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

company bharti reliance vodafone tata idea aircel

unitech Bsnl Videocon sistemen Hfcl stel

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

Histories of Indian Telecommunications are as follows : –

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

1913-1914 - First Automatic Exchange was installed in Shimla.

4) July 23, 1927 - Radiotelegraph system was established between

5) 1933 - Radiotelephone system was inaugurated between the UK

1960 - First subscriber trunk dialing route was commissioned between

9) 1976 - First digital microwave junction was introduced.

1980 - First satellite earth station for domestic communications was

production of digital exchanges.

2.2) HISTORY OF RELIANCE COMMUNICATION

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

RELIANCE COMMUNICATION LTD.

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

“Customer Relationship Management is the process of managing detailed information

o Receipt No- B00015759944

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

 Identify your prospects and customers.

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

3.1) RELIANCE ADA GROUP

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

RELIANCE ADA GROUP

COMMUNI ENERGY CAPITAL ENTERTAI INFRASTR

BROAD TRANS LIFE RADIO HEALTH

WEB DISTRI GENERAL MUDRA

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

Reliance Communications (formerly Reliance Communications Ventures) is one of India's

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

o Undertook financial restructuring of Reliance communications

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

4.1) RELIANCE COMMUNICATION DIFFER

 End-to-end owned infrastructure

 Integrated global player in true sense

4.2) PROFILE OF RELIANCE COMMUNICATION

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

4.3) VISION, MISSION & VALUES

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

4.4) BRIEF IDEA OF PRODUCT

There are two types of product of Reliance Communication

L.J.INSTITUTE OF MANAGEMENT STUDIES, AHMEDABAD

LAW VALUE LAW VALUE