“Customer Relationship management”

Internship Project Report submitted in partial fulfilment

for the Award of the degree of

MASTER OF BUSINESS ADMINISTRATION

in

DEPARTMENT OF FOOD BUSINESS MANAGEMENT AND

ENTREPRENEURSHIP DEVELOPMENT

by

“PRASHANT JHA”

“822012”

Department of Food Business Management & Entrepreneurship Development

NATIONAL INSTITUTE OF FOOD TECHNOLOGY

ENTREPRENEURSHIP AND MANAGEMENT
An Institute of National Importance under the Ministry of Food Processing Industries, Govt. of India

Year 202
 DECLARATION BY THE CANDIDATE

I certify that the work contained in this report is original and has been done by me under the
guidance of Mr. Rahil Mahatab who is the central manager at cure.fit.
The work has not been submitted to any other institute for any degree or diploma.

I have followed the guidelines provided by the institute in preparing the report.

I have compiled with all the norms and guidelines given in the Ethical Code of Conduct of the
Institute.

Whenever I have used materials (data, theoretical analysis, figures, and text) from other sources, I
have given due credit to them by citing reference in the text of the report and giving their details
in the references. Further, I have taken permission from the copyright owners of the sources,
wherever necessary.

Date: Signature of the Student

Place: Prashant Jha

I
 CERTIFICATE

This is to certify that the Report entitled, “CUSTOMER RELATIONSHIP MANAGMENT”

submitted by ‘’Mr. Prashant Jha’ to Department of Food Business Management &

Entrepreneurship Development, NIFTEM, District Sonipat, Haryana is a record of bonafide

Project work carried out by her under my supervision and guidance and is worthy of consideration

for the award of the degree of Master of Business Administration.

(Signature)
Dr. SANJAY BHAYANA
Date:

II
III
 Acknowledgment
I want to thank NIFTEM, my alma mater, for everything. The voyage, which began with a student
taking their first step into the working world to acquire the practical application of all the academic
knowledge previously learned, finished as a lovely experience and provided me with happy
memories to last a lifetime.

I express my sincere gratitude to Mr. Rahil Mahatab providing me with this beautiful opportunity.
Throughout the journey, his tremendous assistance and leadership offered me the much-needed
direction I needed when the way appeared difficult.

I want to express my deep appreciation to him for giving me all the information I needed to finish
the job effectively. My sincere gratitude is extended to all the team members at patiently and kindly
guided me through the onboarding process.

I want to express my gratitude to those who helped me grow personally and professionally and
who assisted me in acclimating to the new business environment. I owe a debt of gratitude to my
family and friends for being my source of inspiration and support. Without your unwavering
support, the adventure would not have been possible.

I also want to express my gratitude to the entire faculty of the Food Business Management &
Entrepreneurship Development department and the Corporate Resource Division of the National
Institute of Food Technology Entrepreneurship and Management for setting up an internship
program that makes it easier to combine academic learning with a real-world industrial problem-
solving environment.

Last but not least, I want to express my profound gratitude to everyone who helped me, whether
they knew it or not. It made me feel better and allowed me to step outside my comfort z

IV
CHAPTER NO CHAPTER NAME PAGE NO

1 Executive summary 6-9

2 Introduction 10-12

3 Job and Responsibilities 14

4. Goal and Objectives 15

5. Daily operations 16-18

6. Achievements and 19-20

contribution

7. Challengers & solutions 21-23

8 Conversion and sales 24-26

9 Customer Pitching 27-29

10 Learnings & 30-31

development

11 Conclusion 32

12 Recommendations 33

13 Reference 34

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 CHPATER 1 - EXECUTIVE SUMMARY

This executive summary provides an overview of my summer internship experience as a

Customer Relationship Manager within the role of Center Manager at Cult.fit . During the
internship, I had the privilege of taking on a diverse set of responsibilities that primarily focused
on managing and enhancing customer relationships within the fitness center.

Internship Overview: -

• Company: cult. fit pvt ltd

• Duration: [26.6.2023] to [15.08.2023]
• Role: Customer Relationship Manager (Center Manager)

1.1 Key Responsibilities: -

In my role as Customer Relationship Manager (Center Manager), my primary

responsibilities included:

• Overseeing the daily operations of the fitness center, ensuring smooth and efficient
functioning.
• Maintaining exceptional standards of hygiene, creating a safe and clean environment for
members.
• Managing staff schedules and resource allocation to optimize center operations.

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 • Interacting with members, managing their attendance addressing inquiries, and ensuring a
positive experience for all.
• Educating members about the wide range of fitness programs and wellness services
available at the center.
• Gathering valuable feedback from members to continually improve center operations and
services.
• Actively contributing to lead conversion efforts, playing a vital role in influencing
potential customers and driving membership growth.

1.2 Key Achievements:

During the internship, I achieved the following milestones:

i. Customer Growth: During your internship, you managed to increase the customer
base by 1.5 times.

ii. Personal Achievement: As an intern, I sold 30 passes in 45 days span. These

passes are for a 12-month , 8 month & 4 month membership to the fitness
program.

1.3 Challenges Faced and Solutions: -

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 ii. customer Growth Target: The primary challenge was achieving a significant increase in the
customer base. The target was 3.5 lakh rupees sale, but we exceeded it by reaching 4.5 lakh
customers. The solution was effective sales and marketing strategies, which led to a 1 lakh
rupee increase in the customer overall sales.
iii. Personal Sales Target: As an intern, my goal was to contribute to sales. I sold 15 passes in
the first month, each priced at ₹21,000. The solution was daily follow with probable leads
and successful sales efforts, which resulted in ₹3,50000 in sales within the first month.
iv. Customer Complaints and Satisfaction: Addressing customer complaints about instructors
and parking issues was another challenge. The solution included hiring new, more qualified
instructors and improving parking options, which led to increased customer satisfaction and
retention.
v. Competitor Differentiation: Convincing potential customers why Cure. Fit was better than
other fitness companies was a challenge. The solution included emphasizing the variety of
fitness programs, showcasing instructor qualifications, presenting success stories, and
offering promotions. These strategies helped attract and retain more customers compared to
competitors.

1.4 Learnings and Professional Development: The internship provided a profound learning e experience,
which included:

i. Strengthening my customer relationship management skills, particularly in the fitness

industry context.
ii. Developing strong leadership, problem-solving, and communication abilities.
Gaining insights into operational management and team leadership in a dynamic
environment.
Enhancing my sales and marketing acumen by working closely with the sales and marketing
teams.

1.5. Impact on cult. Fit: My contributions have positively impacted cult in several ways, My
contributions have had a direct and positive impact on Cult.fit:

i. Customer satisfaction levels have significantly improved.

ii. The new sales conversion strategy has led to a noticeable increase in
membership enrollment, thereby boosting revenue.
iii. Regular customer follow-ups helped to get more sales.
iv.

1.6 Conclusion: In conclusion, my summer internship as a Customer Relationship Manager

(Center Manager) at cult. Fit was an enriching experience that allowed me to apply my MBA

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knowledge and skills to real-world customer relationship management in the fitness and wellness
sector. The role not only enhanced my practical skills but also significantly contributed to the
success of the organization. I look forward to leveraging the insights and experiences gained
during this internship to make a positive impact in my future career endeavors.

This executive summary offers a glimpse into the detailed account of my experiences,
challenges, and achievements during the summer internship, as outlined in the complete report.

9
CHAPTER 2 - INTRODCUTION TO CULT.FIT - A Dynamic Fitness Ecosystem

2.1 Company Background:

Cult.fit, is a dynamic and innovative player in the fitness and wellness industry, has rapidly
become a household name across India. Founded by a team of fitness enthusiasts and wellness
experts, Cult.fit has been at the forefront of redefining how individuals perceive and approach
health and well-being.

2.2 Mission and Vision:

At the heart of Cult.fit is a mission that seeks to make health and wellness accessible, enjoyable,
and effective for people from all walks of life. The organization envisions a world where
individuals are empowered to lead healthier and more active lives, aligning perfectly with its
tagline, "Cult.fit - Be Better Every Day."

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 Holistic Approach to Wellness: -Cult.fit is distinctive for its holistic approach to health and wellness. It
recognizes that well-being is not a compartmentalized endeavor; it encompasses physical fitness,
nutrition, mental wellness, and more. Through its diverse offerings and integrated ecosystem, Cult.fit
endeavors to address every facet of a person's health journey.

2.3 -Core Offerings:

Cult.fit's diverse range of offerings includes:

• Fitness Centers: An extensive network of fitness centers and studios across the country,
offering a plethora of fitness programs, including group workouts, yoga, personal
training, and more.

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• Nutrition Services: The Eat. Fit platform provides balanced, nutritious meals for
individuals who seek a healthier dietary lifestyle.

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• Mental Wellness Programs: Mind. Fit offers an array of mental wellness services,
including meditation, therapy, and counseling, to enhance emotional well-being.

• Healthcare Services: Care.fit encompasses healthcare services such as doctor

consultations, diagnostic tests, and specialist appointments, providing a comprehensive
health ecosystem.

• Wellness Marketplace: Whole.fit is an online marketplace featuring a curated selection of

health and wellness products.

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CHAPTER 3 - JOB & RESPONSIBILITIES

As a Center Manager at Cult.fit, my job role involved a combination of managerial and customer-
focused responsibilities. Here's are some of my responsibilities.

i. Operational Management:
• To Ensure the smooth and efficient operation of the fitness center on a daily basis.
• Maintain high standards of hygiene and cleanliness to create a safe and welcoming
environment for members.
• Oversee staff and trainer scheduling to optimize resource allocation and ensure the
center's smooth operation.
• Monitor and manage equipment and facilities to ensure they are in optimal condition.
• To take care of members attendance.

ii. Customer Engagement:

• Interact with members to enhance their overall experience at the center.
• Address member inquiries and concerns, ensuring timely and satisfactory
resolutions.
• Actively engage with customers to build relationships and foster a sense of
community.

iii. Sales and Marketing:

o Play a role in sales and marketing efforts to drive membership growth.
o Develop and implement strategies to convert leads into sales.
o Work with the sales and marketing teams to promote the center's services and attract
new members.

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CHAPTER 4 – GOALS AND OBJECTIVES:

• Achieve and Maintain Operational Excellence: Ensure the center's operational efficiency,
including facility maintenance, staff management, and member services.
• Enhance Customer Satisfaction: Continuously improve the member experience by
addressing inquiries and concerns promptly, maintaining hygiene standards, and promoting
a welcoming atmosphere.
• Increase Membership and Revenue: Actively contribute to membership growth and
revenue generation through lead conversion and marketing efforts.

• Customer Queries and Concerns:

o Respond to customer inquiries and concerns in a timely and effective manner.
o Address customer feedback and provide satisfactory solutions to enhance
customer satisfaction.
• Customer Engagement:
o Engage with customers to build strong and lasting relationships.
o Maintain regular communication with members, ensuring they feel valued and
supported in their fitness journey.
• Lead Conversion and Sales:
o Play a key role in converting potential leads into actual sales.
o Use persuasive sales techniques to influence potential customers and drive them
into actual sale.

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CHAPTER 5- DAILY OPERATIONS
As a Center Manager at Cult.fit, my daily operations encompass a range of responsibilities to
ensure the smooth and efficient functioning of the fitness center. Here's a typical daily routine:

1. Morning Opening:

• Arrive at the fitness center well before opening hours to oversee the setup and
preparation.
• Ensure cleanliness, hygiene, and safety standards are met throughout the center.

3 Staff Briefing:

• Conduct a morning briefing with your staff, including trainers, instructors, and
administrative personnel.
• Communicate the day's schedule, objectives, and any special instructions.
• Address any questions or concerns from the team.

4 Member Engagement:

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 • Greet members as they arrive, fostering a welcoming and positive atmosphere.
• Address any immediate member inquiries or concerns to ensure their satisfaction.

4. Operational Oversight:

• Monitor the operational aspects of the center, including equipment functionality and
maintenance.
• Ensure that scheduled fitness classes and sessions run smoothly.
• Review staff scheduling and make any necessary adjustments.

5. Customer Relationship Management:

• Engage with members throughout the day to build relationships and enhance their
experience.
• Address member inquiries, concerns, or feedback, providing satisfactory resolutions.

6. Marketing and Sales:

• Promote the center's services to members and potential customers.

• Work on lead conversion strategies to influence potential customers and drive
membership growth.

7. Member Safety and Satisfaction:

• Ensure that members are using equipment safely and are adhering to center rules.
• Continuously monitor member satisfaction and address any issues promptly.

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9. Financial Management:

• To look after financial aspects, such as memberships, fees, and revenue.

• Implement strategies to meet or exceed revenue targets.

10. Record Keeping:

• To Maintain records of daily operations, including member interactions, staff attendance,

and equipment checks.
• Keep track of customer feedback and concerns for reference and improvement.

11. Evening Closing:

• Oversee the closing of the fitness center, ensuring all equipment is stored properly and
the facility is secure.
• To Conduct a debrief with staff, discussing any notable events or issues during the day

12. Planning:

• Plan for the next day's operations, including staff scheduling and any specific.

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CHAPTER 6 - ACHIVEMENTS AND CONTRIBUTIONS
As a Center Manager and Customer Relationship Manager at Cult.fit. Here's a breakdown of
your achievements and contributions:

1. Substantial Increase in Sales:

• I contributed in increasing sales by 1.4 times. Used effective sales strategies, to lead
conversion techniques, and persuasive skills in influencing potential customers to become
members.
• This increase in sales directly contributed to the center's revenue growth and overall
success.

2. Creation of New Members:

• Helped in creating new memberships, demonstrated my ability to attract and engage new
customers.

3. Executed Customer Survey for Workout Interests:

• Conducted customer survey to understand members' interests in workouts.

• This data provides actionable insights for the center, allowing us tailor fitness programs
and offerings to better align with member preferences. It enhances the overall member
experience and engagement.

4.Enhanced Customer Satisfaction:

• Resolved customer inquiries and concerns and contributed to better customer satisfaction.

5 Helped in Member Retention:

• Focused on building strong customer relationships.

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 • High member retention rates are indicative of a successful fitness center and contribute to
long-term profitability.

6. Improved Operational Efficiency:

• My daily management of the fitness center's operations, including equipment

maintenance and staff scheduling, has contributed to better overall operational efficiency.

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Chapter 7 – CHALLENGES FACED AND SOLUTIONS.

During my role as a Center Manager and Customer Relationship Manager at Cult.fit, Here are
some common challenges I have faced.

1. Member Retention Challenges:

• Challenge: Member retention is a common challenge in the fitness industry, as people

may lose motivation or interest over time.
• Solution: Implement personalized member engagement strategies, offer incentives for
continued attendance, and create a sense of community within the center. Regularly
check in with members to understand their evolving fitness goals and preferences.

2. Lead Conversion Difficulties:

• Challenge: Converting leads into actual sales can be challenging, especially if potential
customers are hesitant or unsure.
• Solution: Improve your sales techniques, address potential customers' objections, and
tailor membership packages to their needs, took follow up , provided free Offer trial
sessions or discounts to encourage sign-ups.

3. Customer Complaints and Concerns:

• Challenge: Addressing customer complaints and concerns.

• Solution: Addressed customer inquiries and concerns, ensuring that issues are resolved to
the satisfaction of the customer. Use feedback as an opportunity for improvement.

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4. Operational Efficiency Challenges:

• Challenge: Ensuring smooth daily operations, equipment maintenance, and staff

scheduling.
• Solution: Implement robust operational processes, such as equipment maintenance
schedules, and used management software to streamline staff scheduling. Regularly audit
operational procedures for efficiency.

5. Competition in the Fitness Industry:

• Challenge: The fitness industry is highly competitive, and other fitness centers may offer
similar services.
• Solution: Differentiate your center by offering unique classes, exceptional customer
service, and exclusive member benefits. Create partnerships or collaborations to stand out
in the market.

6. Member Diverse Needs:

• Challenge: Members may have varied fitness interests and preferences.

• Solution: Diversify your class offerings and personalize member experiences. Use
surveys to understand member interests and tailor services accordingly.

7. Marketing and Attracting New Customers:

• Challenge: Attracting new customers in a crowded market can be challenging.

• Solution: Develop marketing strategies, both online and offline, that highlight your
unique selling points and the value of joining your center. Collaborate with local

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 • businesses or influencers for added exposure.

8. Member Engagement:

• Challenge: Keeping members engaged beyond the initial enrollment can be tough..
• Solution: Create a sense of community within the center by organizing member events or
challenges. Offer specialized fitness programs to maintain interest and provide value to
long-term members.

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CHAPTER 8 – KEY TO CUSTUMER CONVERSION AND SALES : -

As a Center Manager at Cult.fit, we play a crucial role in customer conversion and sales by
implementing strategies and initiatives to attract potential customers and convert them into
paying members. Here are some effective strategies and practices to helped me to excel in this
aspect of my role:

1. Created an Inviting Atmosphere:

• Ensure that the fitness center provides a welcoming and positive environment that
appeals to potential customers.
• Maintain cleanliness and hygiene standards, as a clean and safe facility is more likely to
attract new customers.

2. Lead Conversion Techniques:

• Training staff with effective lead conversion techniques. Such as understanding potential
customers' needs, addressing their objections, and highlighting the unique features and
benefits of your center.
• Offering trial sessions or tours of the facility to help potential customers experience what
your center has to offer.

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 • Taking of regular follow-up with probable lead and providing them type of discounts.

3. Personalized Consultations:

• Conduct personalized consultations with potential customers to understand their fitness

goals, preferences, and any concerns.
• Use this information to recommend suitable membership packages and fitness programs
that align with their needs.

4. Promotions and Incentives:

• Develop promotions and incentives to encourage potential customers to commit to

memberships.
• Consider offering limited-time discounts, special offers, or package deals to make
membership more appealing.

5. Sales Training:

• Provide your sales and customer service team with regular training in sales techniques
and customer engagement.
• Equip your team with the skills and knowledge needed to effectively close sales and
address customer inquiries.

6. Customer Relationship Building:

• Emphasize the importance of building relationships with potential customers. Connect

with them on a personal level and show genuine interest in their well-being.
• Regularly follow up with potential customers to maintain engagement and answer any
questions they may have.

7. Online Presence and Marketing:

• Utilize online marketing channels, including social media, email marketing, and your
website, to promote your fitness center.
• Highlight success stories, member testimonials, and the benefits of joining your center.

8. Referral Programs:

• Implement a referral program that encourages existing members to refer friends and
family.
• Offer rewards or discounts to members who successfully refer new customers.

25
9. Data Analysis:

• Use data analytics to track the effectiveness of different marketing and sales strategies.
• Monitor conversion rates, customer demographics, and other relevant metrics to make
data-driven decisions.

10. Feedback and Continuous Improvement:

• Gather feedback from customers who decided not to join and use this feedback to
improve your sales and customer conversion process.
• Continuously refine your strategies and adapt to changes in customer preferences and
market dynamics.

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CHAPTER 9- CUSTOMER PICTHING .
Pitching to new customers effectively is a critical skill for a Center Manager at Cult.fit. Here's how
you need to pitch new customers:

1. Understand the Customer:

• Before approaching a potential customer, it's essential to understand their needs and
preferences. Consider factors like their fitness goals, previous fitness experiences, and any
specific challenges they might be facing.

2. Build Rapport:

• Start the interaction by building rapport. Greet the potential customer with a warm and
friendly attitude. Show genuine interest in their well-being and fitness aspirations.

3. Listen Actively:

• Allow the customer to express their fitness goals and concerns. Actively listen to their
needs and ask open-ended questions to gather more information.

4. Highlight Unique Selling Points (USPs):

• Showcase the unique features and benefits of Cult.fit that make it stand out from
competitors. Highlight the diverse range of fitness programs, professional trainers, state-
of-the-art facilities, and a supportive community.

5. Tailor Recommendations:

• Based on the information you've gathered, tailor your recommendations to align with the
customer's goals and preferences. This could include specific fitness classes or wellness
services.

6. Demonstrate Value:

• Clearly communicate how joining Cult.fit will add value to the customer's life. Explain
how it will help them achieve their fitness objectives and improve their overall well-being.

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7. Offer Trial Sessions:

• Encourage potential customers to try out the fitness center by offering trial sessions or a
tour of the facility. This hands-on experience can help them envision their fitness journey
at Cult.fit.

8. Address Concerns:

• Be prepared to address any concerns or objections the customer may have. Common
objections might include cost, time commitment, or perceived barriers. Provide solutions
and reassurance.

9. Provide Incentives:

• Offer incentives to motivate potential customers to take action. This could include
discounts, special promotions, or added value in the form of complementary services.

10. Follow Up:

• After the initial pitch, follow up with potential customers to answer any remaining
questions or concerns. A follow-up call or message can help solidify their decision.

11. Respect Their Decision:

• It's important to respect the potential customer's decision, whether they choose to join
Cult.fit or not. Be gracious and leave the door open for future interactions.

12. Feedback Collection:

• Collect feedback from potential customers, especially if they decide not to join. This
feedback can be valuable for improving your pitch and understanding why potential
customers may not have converted.

13. Continuous Learning:

• Stay updated on the latest fitness trends, industry insights, and sales techniques. Continuous
learning will enhance your ability to pitch effectively.

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14. Team Collaboration:

• Collaborate with your sales and marketing teams to align your pitching efforts with the
overall marketing strategy and brand messaging.

Effective pitching to new customers involves a balance of empathy, communication skills, product
knowledge, and adaptability. By understanding the customer, tailoring your approach, and
demonstrating the value of Cult.fit, you can increase the likelihood of converting potential
customers into satisfied members.

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CHAPTER 10- LEARNING AND DEVELOPMENT
During my internship as a Center Manager and Customer Relationship Manager at Cult.fit, I
have experienced significant learning and development, gained new skills and achieved
professional growth. Here are some key aspects of my development and the skills I have
acquired:

1. Customer Relationship Management:

• Learned customer relationship management skills by actively engaging with members

and addressing their inquiries and concerns promptly. This experience strengthened my
ability to build and maintain positive customer relationships.

2. Sales and Marketing Skills:

• Developed skills in sales and marketing, particularly in the context of the fitness and
wellness industry. My role in converting leads into sales helped to better my
communication and sales techniques.

3. Operational Management:

• As a Center Manager, I gained valuable experience in operational management. I learned

how to oversee the daily functioning of center, maintain hygiene standards, and how to
optimize resource allocation.

4. Leadership and Team Management:

• I acquired leadership skills through my role as a Center Manager by guiding a team of

staff. This experience helped me develop a people management and leadership
capabilities within me.

5. Problem-Solving and Decision-Making:

• My role required me to make quick decisions, address customer concerns, and resolve
operational challenges. This experience strengthened my problem-solving and decision-
making skills.

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6. Communication and Interpersonal Skills:

• Interacting with members, staff, and potential customers improved my communication

and interpersonal skills. I learned to effectively convey information, build rapport, and
address inquiries.

7. Data Analysis and Feedback Integration:

• I learned how to utilized customer feedback and data analysis to make informed decisions
and improvements. This experience enhanced my ability to use data for continuous
improvement.

8. Time Management and Prioritization:

• Managing multiple responsibilities as both a Center Manager and Customer Relationship

Manager necessitated effective time management and prioritization skills.

9. Customer-Centric Approach:

• My role reinforced the importance of a customer-centric approach, which is essential in

the fitness and wellness or any costumer center industry. I learned to prioritize customer
satisfaction and engagement.

10. Adaptability and Flexibility:

• The dynamic nature of the fitness industry taught you adaptability and flexibility,
enabling you to respond to changing circumstances and member needs.

11. Professional Growth:

• My role encouraged continuous learning and professional growth. I also attended training
sessions.

12. Contribution to Organizational Success:

• My achievements, such as increasing sales and creating new memberships, directly

contributed to the success of Cult.fit. These accomplishments boosted my confidence and
professional satisfaction.

Overall, my internship at Cult.fit provided a comprehensive learning experience that contributed

to my personal and professional growth.

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CHAPTER 11- CONCLUSION
My summer internship at Cult.fit as a Center Manager and Customer Relationship Manager has
been a truly transformative and enriching experience. This journey has been marked by personal
and professional growth, valuable skills acquired, and a tangible impact on the organization.

Throughout this internship, I have achieved several milestones and made significant
contributions to the success of Cult.fit. Notably, I played a key role in increasing sales by 1.4
times, created new memberships, and actively engaged with members to foster a strong sense of
community.

The internship provided an invaluable platform for continuous learning and skill development. I
honed various skills, including customer relationship management, sales and marketing,
operational management, leadership, and problem-solving. The experience has given me a well-
rounded understanding of the fitness and wellness industry and the importance of a customer-
centric approach.

In my role as a Center Manager, I learned the significance of operational excellence and efficient
team management. These insights will undoubtedly shape my future endeavors and prepare me
for a successful career in the fitness and wellness industry and related fields.

I am deeply grateful to the entire Cult.fit team for their unwavering support, mentorship, and
collaborative spirit. Without their guidance, this internship would not have been as enriching and
successful.

As I move forward in my professional journey, I will carry the lessons learned at Cult.fit with
me. The dedication, adaptability, and customer-centric focus that define Cult.fit will continue to
influence my approach in all my future endeavors.

This internship report serves as a testament to the transformative nature of the internship, its
profound impact on my personal and professional development, and the commitment to
excellence that defines Cult.fit in the fitness and wellness industry.

32
CHAPTER 12- RECOMENDATIONS

I am pleased to provide the following recommendations based on my experience as an intern at Cult.fit.

These recommendations aim to enhance the overall operation, member satisfaction, and growth of the
center.

• Continuous Training and Development: Cult.fit should invest in ongoing training and
development programs for its staff, trainers to attend customer need.To develop fitness
program as per customer needs.
• Enhanced Customer Feedback Mechanism: To further improve member satisfaction and
tailor services to individual preferences, Cult.fit could implement a customer feedback
mechanism. Such as might involving regular surveys, feedback forms, and suggestion
boxes at center locations.
• Digital Marketing and Online Presence: To expand its reach and connect with a broader
audience, Cult.fit should strengthen its digital marketing strategies and online presence.
This could involve more engaging social media campaigns, an informative and user-
friendly website, and targeted online advertising.
• Membership Referral Program: To foster member loyalty and drive growth, Cult.fit can
introduce a membership referral program. This program would incentivize existing
members to refer friends and family, creating a strong community and increasing
memberships.
• Personalized Fitness Plans: Enhancing the member experience, Cult.fit could offer
personalized fitness plans. This would entail consultations with fitness experts who create
tailored workout and nutrition plans for each member based on their specific goals and
needs.
• Enhanced Staff Recognition: Recognizing and rewarding staff members for their
outstanding contributions is essential for motivation and retention. Cult.fit should
implement a staff recognition program to acknowledge and celebrate exceptional
performance.
• Community-Building Initiatives: To foster a sense of community among members,
Cult.fit could organize regular community-building events, challenges, and workshops.
This approach would strengthen member engagement and retention.
• Advanced Data Analytics: Investment in advanced data analytics tools would provide
deeper insights into member behavior, preferences, and demographics. This data can
inform more targeted marketing strategies and service improvements.
• Wellness Programs: Consider expanding wellness services at Cult.fit to include
additional mental health and stress management programs. These services align with the
holistic approach to well-being and can cater to a broader range of member needs.
• Market Expansion: Cult.fit may explore opportunities for market expansion by opening
new centers in regions with high demand. Expanding to new locations can contribute to
increased brand visibility and market share.

33
 • Collaborations and Partnerships: Collaborating with local businesses, wellness
influencers, or healthcare providers can open up new marketing channels and add value
to members' experiences.

These recommendations are intended to further enhance Cult.fit's position in the fitness and
wellness industry and provide even greater value to its members. By continuously improving its
services, engaging with members, and exploring innovative strategies, Cult.fit can solidify its
reputation as a leading provider in the field.

Chapter 13 – References

Website - https://www.cult.fit/

Book - V. Kumar Werner Reinartz Customer Relationship Management

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