Every contact in InTouch is first added as a lead and given a product type (eg, Membership or Personal Training). The contact will also be placed into a lifecycle group based on the product type selected and various actions taken. The lifecycle group is what sets the automated followup, such as your call schedule, automated emails and texts, etc.

Membership Lifecycle Groups

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A Membership Lead is created when a contact is added with the Membership product type. The contact is also assigned a Lead Owner, usually a sales rep, who is responsible for completing the scheduled calls and other followup items for this lead. Membership Leads will be in one of the following lead groups:

• No Club Visits
  • A lead that has not toured your club. Leads are initially placed into this group unless they are added by staff with a Contact Method of Walk-In (or created through the Guest Check-In Kiosk and Taken on Tour)
• Visited Club
  • A lead that has toured, did not join and has not been given a trial. Leads are placed into this group when you:
    • Add a lead with a Contact Method of Walk-In
    • Mark an appointment as Showed Up
    • Select Visited on the Memberhip Lead Contact record
• Trial
  • A lead that is on a current trial or guest pass. Trials can be scheduled for up to 90 days.
  • Leads given a Trial with a future start date do go into this group right away
• Expired Trial
  • A lead whose trial or guest pass has expired
• Not Interested
  • A lead that does not want to join and is marked by staff as Not Interested
  • Leads in this group don't have future automated followup scheduled, but manual followup items can still be scheduled.
• Won (aka Referral Sales FollowUp)
  • A lead that has joined and marked as Make Sale
  • Some CMS integrations may do this automatically. Check out InTouch Link for details.

A Member is created when a Membership Lead is marked as won (sold). The Membership Lead remains as Won and the Lead Owner will see followup labeled as Referral Sales FollowUp. In addition, a Member record is created and is given a Member Owner* who will be assigned Member Retention or Former Member followup items.

*The Member Owner is whomever your club decides it should be. In some clubs, it's the same as the Lead Owner (and only one of the two followup lifecycle groups is used). Other clubs may list a PT Director, Trainer, GM, or Retention Staff as the Member Owner.

• Member (also labeled as Member Retention)
  • A lead that has joined and marked as Make Sale will automatically have a Member record created.
  • During the Make Sale process, staff will assign a Member Owner
  • Some CMS integrations may do this automatically. Check out InTouch Link for details.
• Former Member
  • A member that has cancelled or expired and whose Member Contact Record is marked as Expire Member
  • Some CMS integrations may do this automatically. Check out InTouch Link for details.

Personal Training Lifecycle Groups

A Personal Training (PT) Lead is created when a contact is added with the Personal Training product type. The contact will also be given a Lead Owner, usually a sales person, who is responsible for completing the scheduled PT calls and followup for this lead.

PT Lead groups are based on an event (appointment) called the "PT Sales Appt." This event can be given a nickname (and can also be linked to ABC DataTrak with our PT Sync feature) so be sure to check with your club administrator for the exact appt name for your club.

• No Appt

  • No PT Sales Appt is currently booked nor does this lead have one marked as Completed or Cancelled prior to the day of the appointment

• Appt Booked
  • A PT Sales Appt is currently scheduled
• Appt Completed
  • Has a PT Sales Appt marked as Showed Up, but has not purchased PT (ie, Make Sale has not been selected on the PT Lead record)
• Appt Cancelled
  • Has a PT Sales Appt marked as No Show or Cancelled within a day of the appt
• PT Clients
  • A PT Lead that has been marked as Sold (ie, Make Sale was selected on the PT Lead record)