INTERNSHIP PROJECT REPORT ON

“VIRTUAL RELATIONSHIP MANAGER”

IN

Submitted for the partial fulfillment of the requirement for the degree in
MASTER OF BUSINESS ADMINISTRATION
Submitted by
Saloni Yadav
MBA- Marketing
Roll No-30872390764
Under the Supervision of
Dr. Mohit Kumar
Assistant Professor
School of Business Management
CSJM University, Kanpur

SCHOOL OF BUSINESS MANAGEMENT

CSJM UNIVERSITY
(Accredited with “A++” Grade by NAAC)
Kanpur, Uttar Pradesh

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CERTIFICATE OF COMPLETION

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 ACKNOWLEDGEMENT

I express my sincere thanks to Mr.Gaurav Sir, Manager Marketing, Tech Vedhu for
providing me the opportunity to be a part of the esteemed organization and for his constant
guidance and support throughout my internship journey.
I would sincerely like to thank Dr. Mohit Kumar, Assistant Professor, School of
Business Management for his immense guidance, valuable help and the opportunity
provided to me to complete the project report under his guidance.

I would like to thank all faculty members of school of business management for guiding and
supporting me in the completion of project from time to time.

SALONI YADAV

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 CERTIFICATE

This is to certify that this Summer Internship Project Report carried out by Mr. Saloni Yadav
bearing Roll No 30872390764 and Enrollment No CSJMA23000001617 under my
guidance and supervision as partial fulfilment of the requirement for the Degree in Master
of Business Administration (MBA) under CSJM University, Kanpur during 2023-2025. This
Work is an independent and original one as prepared by Saloni Yadav.

Dr. Mohit Kumar Dated:

(Assistant Professor)
School of Business Management
CSJMU, KANPUR

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 DECLARATION

I, Saloni Yadav, hereby declare that this summer internship project submitted to School of
Business Management, CSJM University by me for the partial fulfilment of requirement of
the degree of Master of Business Administration. This Project has been carried out by me
during my internship tenure of 45 Days at TECH VEDHU from 4-May to 20-June under the
supervision of Mr.Gaurav Sir. This Report has been prepared under the guidance of Dr.
Mohit Kumar , Assistant Professor, School of Business Management, CSJM University.
This internship report is my own work. This internship report, neither in whole, nor in part,
has been previously submitted to any University or Institution.

Place: Kanpur Saloni Yadav

Date: ............ MBA (Marketing)

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 ABSTRACT
This internship report provides an overview of my experience as a Virtual Relationship
Manager at Tech Vedhu. The primary objective of this internship was to develop skills in
customer relationship management within a virtual environment, focusing on enhancing
customer satisfaction, providing product support, and fostering strong client relationships.
During my internship, I engaged in customer interactions, resolved inquiries, and promoted
product knowledge to support customers' needs effectively. I was also involved in collecting
and analyzing customer feedback to aid the company’s service improvement efforts.

Through this role, I developed essential skills in communication, problem-solving, and

digital customer service, along with gaining familiarity with customer relationship
management (CRM) tools. This report covers the responsibilities handled, challenges
faced, and the solutions implemented to provide seamless virtual support. It concludes with
reflections on the personal growth and career insights gained from this internship,
emphasizing the role's impact on my professional development and understanding of virtual
relationship management.

CONTENTS
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S.NO. TOPIC PAGE NO.
COMPLETION CERTIFICATE 2
ACKNOWLEDGEMENT 3
DECLARATION 5
ABSTRACT 6
1. EXECUTIVE SUMMARY 8
2. NEED OF INTERNSHIP REPORT 09-10
3. ORGANIZATION PROFILE 15-17
*History Of Organization
*Products And Services
*Vision & Mission

4. REVIEW OF LITERATURE 17-18

5. POSITION AND RESPONSIBILITY 19-20
6. CHALLENGES FACED DURING INTERNSHIP 21-23
7. SKILLS GAINED DURING INTERNSHIP 24-25
8. TIPS TO MAKE INTERNSHIP EFFECTIVE 25-28
9. CONCLUSIONS 28

SOURCES AND REFERENCES

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 EXECUTIVE SUMMARY

o This report details my internship experience as a Virtual Relationship

Manager at Tech Vedhu, where I supported customer engagement and
relationship management in a digital environment. The role involved
addressing client inquiries, educating customers about Tech Vedhu’s
products, collecting feedback, and assisting with problem resolution. These
tasks aimed to strengthen customer relationships and increase overall
satisfaction by ensuring clients felt supported and informed about the
company’s offerings.

o Throughout the internship, I developed key skills in customer service,

communication, and adaptability, particularly in managing virtual interactions
effectively. I gained hands-on experience with customer relationship
management (CRM) tools, which enabled me to track client interactions and
provide consistent service. I also contributed to enhancing customer
satisfaction by streamlining the feedback collection process, which helped
Tech Vedhu align more closely with client needs.

o This report provides an overview of my responsibilities, key achievements,

and challenges faced during the internship, as well as the skills and
knowledge acquired. My time as a Virtual Relationship Manager has given
me valuable insights into digital customer relationship management,
improved my ability to navigate client interactions, and has deepened my
interest in pursuing a career in customer relationship and experience
management.

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 NEED OF INTERNSHIP REPORT
An internship report is a crucial document that serves multiple purposes for both the intern
and the organization they worked with. It is typically required at the end of an internship
program and offers a formal account of the intern’s experience, tasks, and learning
outcomes. Here are the key reasons why an internship report is needed:

1. Academic Requirement

 For Students: Many academic institutions require students to complete an

internship as part of their coursework, especially in professional degrees like
business, engineering, and education. The internship report is a mandatory
document to assess the student's practical experience and understanding of real-
world applications of their studies. It also forms part of the student's overall grade or
evaluation.

2. Documentation of Learning

 For Self-Reflection: The internship report allows the intern to reflect on the skills
and knowledge they gained during the internship. It helps them analyze how the
internship has contributed to their professional growth and future career plans.
 For Academic Institutions: It provides the academic institution with insight into
how effectively the student has applied theoretical knowledge in a practical
environment and the relevance of the internship experience to their academic
program.

3. Professional Development

 Skill Assessment: The report helps the intern assess the professional skills they
developed during the internship, such as problem-solving, communication,
teamwork, and technical competencies. It serves as a tool for self-assessment,
highlighting areas of strength and areas needing improvement.
 Career Guidance: Writing the report encourages interns to think critically about
their career goals and how the internship experience has shaped their future career
path. It can also help in identifying potential opportunities for further skill
development.

4. Formal Record of Experience

 For Future Reference: The internship report serves as an official document that the
intern can refer to in future job applications, networking, or interviews. It provides a

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 detailed account of their work experience, projects handled, and skills acquired
during the internship.
 Proof of Experience: Many employers value practical work experience in their
hiring decisions. An internship report provides concrete proof of the intern’s hands-
on experience in a real work setting.

ORGANIZATION PROFILE:TECH VEDHU

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CompanyOverview:

1. Introduction and Background

 Company Overview: Tech Vedhu is a digital solutions provider focused on

enhancing business operations through innovative technology. Founded with a
mission to drive digital transformation, the company has rapidly expanded, building
a diverse portfolio of clients across various industries.
 History and Founding: Established in [founding year], Tech Vedhu was founded by
a team of technology enthusiasts with extensive experience in digital solutions,
aiming to bridge the gap between business needs and technological advancements.
 Growth and Development: Over the years, Tech Vedhu has grown from a small
startup to a competitive player in the tech industry. Its growth has been driven by a
commitment to innovation, client satisfaction, and a forward-thinking approach to
emerging technologies.

2. Core Values

 Innovation: Tech Vedhu is driven by a culture of continuous improvement and

innovation. The team is encouraged to explore new ideas, test emerging
technologies, and develop solutions that keep the company ahead of the
competition.
 Collaboration: Emphasizing teamwork and collaboration, both internally and with
clients, Tech Vedhu believes that the best solutions come from a shared effort and
diverse perspectives.
 Sustainability: Tech Vedhu is committed to environmental sustainability by
adopting eco-friendly practices and helping clients implement sustainable
technology solutions.

3. Service Offerings

 Digital Transformation Consulting: Tech Vedhu provides expert consulting

services to help organizations design and implement digital strategies that enhance
efficiency, adaptability, and customer satisfaction.
 Software Development: Specializing in custom software development, Tech Vedhu
develops tailored solutions that align with clients' specific operational needs, from
enterprise resource planning (ERP) systems to mobile applications.

 Customer Relationship Management (CRM) Solutions: Tech Vedhu designs and

implements CRM systems to help businesses improve customer interactions,
streamline communication, and boost sales efficiency.

4. Company Culture and Work Environment

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  Workplace Atmosphere: Tech Vedhu fosters a collaborative, inclusive work
environment where employees are encouraged to share ideas, take initiative, and
drive innovation. The company supports professional growth by providing ongoing
training and development opportunities.
 Innovation and Learning: The company promotes a culture of continuous learning.
Employees are encouraged to stay updated with industry trends, pursue
certifications, and participate in workshops to build new skills and knowledge.

5. Corporate Social Responsibility (CSR)

 Environmental Initiatives: Tech Vedhu is committed to sustainability and reducing

its carbon footprint. The company adopts energy-efficient practices and promotes
green technology solutions to help clients reduce environmental impact.

 Ethical Business Practices: Adhering to high standards of ethics and compliance,

Tech Vedhu ensures transparency, accountability, and respect for all stakeholders
in its business practices.

History Of Organization
Tech Vedhu was founded by a team of technology professionals with a shared vision of
driving digital transformation for businesses across various industries. Starting as a small
startup, the company initially focused on providing customized software solutions to local
businesses, quickly building a reputation for reliability and customer-centric service.

As demand for digital solutions grew, Tech Vedhu expanded its service offerings to include
data analytics, cloud solutions, and cybersecurity, positioning itself as a comprehensive
technology partner for businesses. Over the years, the company adapted to emerging
technologies, such as artificial intelligence (AI) and machine learning (ML), which enabled it
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to deliver innovative, scalable solutions tailored to meet the evolving needs of its clients.

Today, Tech Vedhu is recognized as a trusted provider of digital solutions, serving a

diverse range of clients globally. With a commitment to innovation, sustainability, and
customer satisfaction, Tech Vedhu continues to grow, helping businesses leverage
technology to achieve their goals and stay competitive in a rapidly changing digital
landscape.

Products and Services

Tech Vedhu offers a diverse range of products and services aimed at supporting
businesses through digital transformation, enhancing efficiency, and driving
growth. Here’s a detailed look at its offerings:

1. Digital Transformation Consulting

Tech Vedhu provides end-to-end digital transformation consulting services to
help organizations design, plan, and implement effective digital strategies.
 Services:
o Strategy development for digitalization
o Process automation consulting
o Digital infrastructure assessment and optimization

2. Custom Software Development

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 Tech Vedhu specializes in custom software development tailored to meet
specific business needs, from enterprise systems to mobile applications.
 Products:
o Enterprise Resource Planning (ERP) Solutions: Integrated systems to
manage core business processes, including finance, HR, and supply chain.
o Mobile Applications: Custom mobile apps for iOS and Android to enhance
customer engagement and streamline services.
o Web Applications: Scalable web solutions designed for various industries,
including e-commerce platforms and customer portals.

3. Cloud Solutions
Tech Vedhu offers comprehensive cloud solutions to help businesses transition
to and optimize cloud infrastructure.
 Services:
o Cloud migration and deployment
o Cloud infrastructure management
o Cloud security and compliance

4. Data Analytics and Business Intelligence (BI)

Data analytics and BI solutions are designed to help businesses turn raw data
into actionable insights.
 Products:
o Data Analytics Platforms: Tools that collect, process, and analyze large
datasets for informed decision-making.
o Business Intelligence Dashboards: Custom dashboards that visualize key
metrics and trends to provide a comprehensive view of business
performance.

5. Cybersecurity Solutions
Recognizing the importance of digital security, Tech Vedhu offers a range of
cybersecurity solutions to protect businesses from cyber threats.
 Services:
o Threat detection and prevention
o Security audits and risk assessments
o Compliance support for regulations (e.g., GDPR, HIPAA)

6. Customer Relationship Management (CRM) Solutions

 Tech Vedhu offers CRM solutions designed to help businesses manage and
enhance their customer relationships.
 Products:
o CRM Platforms: Systems for managing customer data, sales processes,
and communications, helping businesses understand and engage with their
customers more effectively.
o Automated Marketing and Sales Tools: CRM tools that automate customer
outreach, lead tracking, and follow-up to improve sales efficiency.

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 Vision & Mission
Vision of Tech Vedhu:

Tech Vedhu envisions a future where technology seamlessly drives business innovation
and efficiency across industries. By staying at the forefront of digital transformation, the
company aims to empower clients with sustainable, cutting-edge solutions that simplify
challenges, enhance customer experiences, and enable growth in an increasingly digital
world.

Mission of Tech Vedhu:

Tech Vedhu’s mission is to empower businesses with innovative digital solutions that
streamline processes, enhance customer experiences, and drive sustainable growth.
Through a commitment to quality, customer-centricity, and technological advancement,
Tech Vedhu aims to be a trusted partner in helping organizations achieve their digital
transformation goals and remain competitive in a dynamic marketplace.

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 REVIEW OF LITERATURE
1. Introduction to Virtual Relationship Management
 Definition and Purpose: A Virtual Relationship Manager (VRM) is a digital
solution that enables businesses to manage and strengthen customer
relationships remotely. Through AI, chatbots, and CRM software, VRMs
streamline interactions, making relationship management more efficient,
especially in digital-first environments.
 Industry Shift to Virtual Solutions: As businesses move toward digital
transformation, VRMs are increasingly important for providing personalized
customer service at scale. This shift is driven by the need for accessible,
round-the-clock customer support and the growing preference for remote
interactions.
2. Importance of VRMs in Enhancing Customer Experience
 Personalization and Customer Satisfaction: Studies show that
personalized interactions improve customer satisfaction and loyalty. VRMs
can leverage customer data and interaction history to offer tailored responses,
providing a customized experience that enhances customer satisfaction.

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 Efficient Service Delivery: VRMs automate routine tasks, reducing wait
times and enabling faster resolution. This improves customer experience and
allows relationship managers to focus on more complex client needs.
 Data-Driven Insights: Through analytics, VRMs provide insights into
customer behavior and preferences, enabling proactive engagement.
Research indicates that proactive outreach improves customer retention and
deepens customer relationships.
3. Core Technologies Behind Virtual Relationship Management
 Artificial Intelligence (AI) and Machine Learning (ML): AI and ML
algorithms are essential for powering chatbots, virtual assistants, and
predictive analytics. These technologies allow VRMs to provide accurate
responses and predict customer needs based on past interactions.
 Customer Relationship Management (CRM) Systems: A well-implemented
CRM system serves as the backbone of VRMs, storing and organizing
customer data. CRMs with integrated VRM capabilities allow for more
effective customer tracking and management.
 Communication Channels and Automation: VRMs utilize multiple channels
such as chat, email, and social media to stay connected with clients.
Automation helps streamline communication and maintain consistent
engagement.
4. Benefits of VRMs for Business Growth and Client Retention
 Cost-Effectiveness: VRMs reduce the need for in-person meetings and
manual intervention, lowering costs for businesses. Research shows that
automation and remote services significantly decrease operational costs,
making VRMs a financially beneficial tool.

 Enhanced Customer Retention: Studies demonstrate that proactive

engagement, a core feature of VRMs, leads to higher customer retention
rates. By addressing concerns before they escalate, VRMs contribute to
customer loyalty and lifetime value.
5.Challenges and Limitations of Virtual Relationship Management
 Data Privacy and Security Concerns: As VRMs handle vast amounts of
personal data, they must adhere to strict data security standards. Data
breaches or mishandling can lead to customer mistrust, making cybersecurity
a priority in VRM implementation.
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 Technical Dependence and Reliability: VRMs depend on advanced
technology, which can be prone to technical issues. Ensuring reliability and
minimizing downtime is critical to maintaining uninterrupted customer support.

POSITION AND RESPONSIBILITIES IN

INTERNSHIP

 Position Overview
o The Virtual Relationship Manager (VRM) at Tech Vedhu plays a critical
role in enhancing client relationships through digital channels. This
position involves leveraging technology to provide personalized
support, manage customer interactions, and drive customer
satisfaction and retention. The VRM serves as the primary point of
contact for clients, ensuring their needs are met and fostering long-
term relationships.
 Key Responsibilities

1 .Client Engagement and Relationship Management:

o Act as the main point of contact for clients, addressing inquiries and
providing assistance through various digital communication channels
(email, chat, video calls).
o Build and maintain strong relationships with clients by understanding
their business needs and offering tailored solutions.
2. Customer Onboarding and Support:

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o Guide new clients through the onboarding process, ensuring a smooth
transition and familiarization with Tech Vedhu’s products and services.
o Provide ongoing support to clients, resolving any issues or concerns in
a timely manner to ensure high levels of customer satisfaction.
3. Utilization of CRM Systems:
o Utilize CRM tools to manage customer information, track interactions,
and monitor client satisfaction levels.
o Maintain accurate records of client communications, feedback, and
service requests to enhance service delivery and follow-up.
4.Data Analysis and Insights:
o Analyze customer data and feedback to identify trends and areas for
improvement in service delivery.
o Use insights gathered from client interactions to inform business
strategy and improve service offerings.
5.Proactive Communication and Relationship Building:
o Engage in proactive communication with clients to anticipate their
needs and provide relevant solutions.
o Conduct regular check-ins and follow-ups to ensure clients are
satisfied with the services and to identify opportunities for upselling or
cross-selling.
6. Collaboration with Internal Teams:
o Work closely with sales, marketing, and product development teams to
relay customer feedback and inform them about client needs and
preferences.
o Collaborate with technical support teams to address client issues and
ensure timely resolutions.
7. Continuous Learning and Development:
o Stay updated on industry trends, technologies, and best practices in
customer relationship management and digital communication.
o Participate in training and development programs to enhance skills and
knowledge related to the VRM role.
8. Customer Experience Enhancement:

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 o Advocate for the client’s perspective within the organization, ensuring
that their needs and preferences are considered in product and service
development.

CHALLENGES FACED DURING INTERNSHIP

During an internship, especially in dynamic roles like Virtual Relationship

Manager (VRM) interns often encounter several challenges. Here are some of
the common challenges faced during such internships and how they impact the
learning experience:
1. Communication Barriers
 Challenge: One of the most frequent challenges is effective communication
with students, parents, and tutors, especially in a virtual environment. Since
interactions occur primarily through digital channels (email, chat, or phone),
building rapport and conveying information clearly can be difficult.
 Impact: Miscommunication may lead to misunderstandings or dissatisfaction,
especially when dealing with technical issues or sensitive feedback.
 Solution: Developing strong written and verbal communication skills,
practicing clarity, and ensuring follow-up communication helped overcome
this challenge.
2. Time Management and Multitasking
 Challenge: Balancing multiple tasks such as responding to student queries,
assisting with onboarding tutors, resolving issues, and handling feedback can
be overwhelming.
 Impact: Managing time effectively while juggling various responsibilities was
difficult, leading to moments where tasks piled up or deadlines became
stressful.

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 Solution: Learning to prioritize tasks, using scheduling tools, and breaking
down larger projects into smaller steps helped manage the workload more
efficiently.
3. Navigating Technology and Tools
 Challenge: Edtech platforms rely heavily on various digital tools for managing
relationships, training, and session tracking. As an intern, it took time to
become familiar with the different software, CRM systems, and learning
management tools.
 Impact: Technical glitches or unfamiliarity with certain systems sometimes
delayed responses or created challenges in tracking user data and feedback.
 Solution: Attending training sessions, exploring the platform in-depth during
downtime, and seeking help from team members or technical support
enhanced technical proficiency.

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 SKILLS GAINED DURING INTERNSHIP

Here are some key skills that can be gained during an internship as a Virtual Relationship
Manager at Tech Vedhu:

1. Customer Relationship Management

 Skill Gained: Developing effective strategies for managing and nurturing client
relationships, understanding client needs, and providing tailored solutions to
enhance customer satisfaction and loyalty.

2. Communication Skills

 Skill Gained: Enhancing verbal and written communication skills, including the
ability to convey complex information clearly, listen actively, and engage with clients
and team members through various digital channels.

3. Problem-Solving Abilities

 Skill Gained: Strengthening the ability to identify problems quickly, think critically,
and implement effective solutions, particularly in handling customer complaints and
inquiries.

4. Technical Proficiency

 Skill Gained: Gaining proficiency in using Customer Relationship Management

(CRM) software, data analytics tools, and communication platforms, which are
crucial for tracking client interactions and managing customer data effectively.

5. Time Management

 Skill Gained: Improving organizational skills and the ability to prioritize tasks,
manage multiple responsibilities, and meet deadlines in a fast-paced work
environment.

6. Data Analysis and Insights

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  Skill Gained: Learning to analyze customer data and feedback to extract actionable
insights, which can inform business strategies and improve service offerings.

7. Sales and Upselling Techniques

 Skill Gained: Understanding the principles of sales and upselling, including

identifying opportunities to present additional services or products that meet client
needs.

8. Adaptability and Flexibility

 Skill Gained: Cultivating the ability to adapt to changing circumstances, client

demands, and emerging technologies, which is essential in a dynamic industry.

9. Collaboration and Teamwork

 Skill Gained: Enhancing collaboration skills by working closely with various internal
teams (sales, marketing, technical support) to ensure a seamless customer
experience and effective problem resolution.

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 TIPS TO MAKE INTERNSHIP EFFECTIVE

Making an internship effective requires a proactive approach, clear goal-setting,

and the ability to maximize learning opportunities. Here are some practical tips to
ensure you get the most out of your internship:
1. Set Clear Goals
 Define Objectives: Before starting the internship, clarify what you hope to
achieve. Whether it’s gaining specific technical skills, learning about a new
industry, or improving communication, set concrete goals.
2. Be Proactive
 Take Initiative: Don’t wait for tasks to be handed to you. Actively seek out
new assignments, volunteer for projects, and propose ideas when
appropriate. Showing initiative demonstrates enthusiasm and a strong work
ethic.
 Ask Questions: If you don’t understand something, don’t be afraid to ask for
clarification. Internships are learning experiences, and asking questions
shows that you are engaged and willing to learn.
3. Stay Organized
 Manage Your Time Effectively: Balancing multiple tasks can be challenging,
especially in a fast-paced environment. Use tools like to-do lists, calendars, or
project management apps to stay on top of your tasks and deadlines.
4. Build Relationships and Network
 Engage with Colleagues: Internships provide a unique opportunity to
connect with professionals in your field. Make an effort to engage with your
team, participate in meetings, and ask about their career paths and
experiences.
 Networking Outside Your Team: Connect with people from other
departments or teams. This broadens your understanding of the organization
and can open up future opportunities. Use networking platforms like LinkedIn
to maintain these connections after the internship.
5. Be Flexible

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 Embrace New Challenges: Internships can sometimes involve unexpected
tasks or responsibilities. Being adaptable and willing to take on new
challenges—even if they are outside your initial scope—can lead to
unexpected learning experiences.
 Handle Ambiguity: In some roles, you may not always receive detailed
instructions. Learn to work independently, problem-solve, and make decisions
with minimal guidance.
6. Learn as Much as Possible
 Expand Your Knowledge: Make an effort to understand not just your specific
role but also the broader workings of the company and industry. Ask
questions about how different departments operate and how your work fits
into the company’s overall goals.
 Attend Training and Workshops: If your company offers training sessions,
workshops, or seminars, take full advantage of them. These provide valuable
opportunities to develop new skills.

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 CONCLUSION

Interning at Tech Vedhu as a Virtual Relationship Manager has been an invaluable

experience that has significantly enhanced my professional skills and understanding of
customer relationship management. Through direct engagement with clients, I developed
strong communication and problem-solving abilities while gaining proficiency in CRM tools
and data analysis. This role has not only allowed me to contribute to client satisfaction and
retention but also equipped me with essential insights into the importance of building
lasting relationships in a digital-first environment. Overall, my time at Tech Vedhu has
prepared me for future challenges in the professional landscape and underscored the
importance of adaptability and strategic thinking in delivering exceptional customer
experiences.

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 SOURCES AND REFERENCES

https://www.crunchbase.com/
https://tracxn.com/d/companies/filo/
__Gzp29HNdicTkCzwuhFRsRo4siq_JmzsJ4VjfRJ1TDgg

https://techcrunch.com/?s=filo
https://yourstory.com/search?q=filo&page=1
https://www.vccircle.com/search/result/filo%20edtech/all
https://www.vccircle.com/
https://askfilo.com/

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