A Transformative Experience: IIM Student Shares His Story Of Interning At Tata Capital

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Sanket Bagade, a student of the Indian Institute of Management, completed his 3-month-long MBA internship at TATA Capital, where he worked on Customer Relationship Management. He walked away from the internship with unexpected but enriching encounters. Read his journey: 

During my MBA internship in TATA Capital's Customer Relationship Management function, my roles and responsibilities were focused on maintaining and strengthening relationships with the company's customers. I analyzed customer data, identified patterns and trends, and created personalized strategies to enhance customer satisfaction and loyalty. I also collaborated with the sales team to identify cross-selling and upselling opportunities, and I played a key role in developing and implementing customer retention initiatives. 

Here’s a look at some of the major learnings, achievements, and challenges that I encountered during the course of my internship: 

Major Learnings & Achievements

One of the major learnings from my internship experience was the importance of customer-centricity in business. I gained a deep understanding of the significance of building strong relationships with customers and providing them with exceptional service. I also learned how to leverage data and analytics to identify customer preferences and tailor strategies accordingly. Additionally, I developed communication, negotiation, and problem-solving skills, which were crucial in managing customer relationships effectively. 

One significant achievement during my internship was successfully implementing a customer loyalty program, which resulted in increased customer engagement and retention. By analyzing customer behavior and preferences, I developed a reward system that incentivized customers to continue their relationship with the company. The program received positive feedback from both customers and the management team, contributing to a boost in overall customer satisfaction. 

Unexpected Encounters & Challenges

The most unexpected encounter at work was when I had the opportunity to meet the CEO of TATA Capital during a company-wide town hall meeting. It was unexpected because I didn't anticipate having a chance to interact with the top-level management directly. It was an inspiring moment as the CEO shared valuable insights and emphasized the importance of customer relationships, making a lasting impression on me. 

Additionally, my direct supervisor also left an indelible impact on me,  guiding and mentoring me throughout my internship. They were highly knowledgeable, approachable, and invested in my professional growth. They provided valuable feedback, challenged me to think critically, and encouraged me to take ownership of my projects. Their guidance played a significant role in my learning and development during the internship. 

However, the most challenging aspect of my internship was managing customer expectations and resolving complex issues. It required strong problem-solving skills, empathy, and the ability to handle difficult situations with professionalism. Dealing with diverse customer needs and ensuring their satisfaction within the constraints of the organization was indeed challenging, but it also provided an opportunity for personal and professional growth. 

A Transformative Experience

My internship experience at TATA Capital's Customer Relationship Management function was immensely enriching. I gained practical insights into customer-centric strategies, learned from experienced professionals, and had the opportunity to make a positive impact on customer relationships. It was a transformative experience that further solidified my passion for customer-focused roles in the finance industry.

I loved TATA Capital's strong focus on ethics and values. The organization demonstrated a commitment to social responsibility and sustainability, which resonated with me. Additionally, the work culture at TATA Capital was inclusive, collaborative, and supportive, fostering a positive and engaging environment. However, one aspect that could be improved was the adoption of more advanced technology and digital tools to enhance efficiency in customer relationship management. 

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