What is CRM? (And How Fitness Businesses Can Use it)

A client relationship manager (CRM) is widely considered an essential part of running a successful business. 91% of companies with at least 11 employees use a CRM — and if you’re a smaller business or part of that 9%, it’s time for you to take a leaf out of their book and benefit from the productivity gains. Client management apps help you keep track of your customers to provide a better service, learn from data, automate basic tasks.

This article will explain what CRMs are, the key tasks they perform, and why they can be game-changing for fitness businesses, along with some options for organizations that want to trial these apps for themselves.

What is CRM?

A client relationship manager (also known as customer relationship management) is an app or service that allows organizations to manage their leads, clients, and customers. 

It’s a place that stores various pieces of customer-related data that help a company carry out tasks like sales, marketing, calendar scheduling, and social media. The goal is to look after customers as they move throughout the sales pipeline — you can track cold leads to increase the chance of them converting, and learn from past customers through analytics.

Some tasks CRM systems perform include:

• Sending automated emails or texts to customers

• Allowing customers to book appointments

• Handling payments

• Automating workflows

• Forecasting sales

• Handling marketing or social media activities

Features of CRM Systems

Keeping track of customers has always been an essential part of running a business, whether the tool used to achieve this was a ring binder file or an Excel spreadsheet. But the advent of modern technology makes this process easier than ever. 

The Cloud

Many modern CRM systems are now cloud-based, meaning the CRM provider stores all relevant customer data in the cloud — ready for you to access anywhere and from any device. If a business is run by a team and not a single person, a cloud-based application also ensures everyone is accessing the same, up-to-date information.

Integrations

CRMs often have integrations with other apps to boost utility further. For instance, you may be able to link your CRM with your email app to automatically track emails, or link it with your payment processor so it has information about all your transactions.

AI

Another major trend is the use of AI. Many CRM systems can now handle basic tasks for you with minimal input — they may be able to automate email responses, add appointments to your calendar, or add new contacts to your customer database. 

Algorithms can also analyze all the customer data you have to deliver insights and predictive intelligence. For instance, the data might reveal that inquiries and sales are highest during the summer season — something that many busy business owners could miss when analyzing everything manually.

How Fitness Businesses Can Benefit from a CRM

Client management is at the heart of every health and fitness business. Knowing where a customer is on their wellness journey and their goals for the future helps you to deliver a more personalized service. 

You’ll also need to know what programs you have implemented for the client so far, what worked and what didn’t, and what they have achieved. When you can do this effectively, you increase the chances of a client booking more sessions, or even recommending your services to their friends and family.

Meanwhile, using a CRM that can handle all of this for you reduces your workload and means you can use that time more efficiently—whether that means taking on more clients, going the extra mile for existing customers, or simply resting and recovering.

Some features specific to fitness businesses that a CRM can provide include:

• Tracking sessions (e.g., a client’s performance, weight loss, or nutrition plan)

• Sending customers reminders about upcoming sessions 

• Scheduling and appointment booking features that sync with your calendar

They also provide the same basic features as all CRM platforms, such as allowing you to store customer data, access helpful analytics, and handle payments.

Choosing the Right CRM System

You’ve likely heard of the big players in the CRM market, such as Hubspot, Salesforce, and Zendesk.

However, if you’re a smaller business, you may find that these are out of your budget. Plus, if you’re operating in the health and fitness space, they will likely contain many features you don’t need, meaning you’re paying for tools you won’t use.

Opting for a more budget-friendly choice tailored to smaller businesses offering the specific features that fitness businesses need may be a better option. One of these options is Mysessiontracker, which is designed for the fitness and wellness industry.

It costs $10 per month to subscribe (or $96 for the year) to add unlimited clients to the platform. Bigger players like Mindbody have pricing starting at $159 a month, while Salesforce starts at $25 per user.

My session tracker as a CRM

When you log onto Mysessiontracker, you’ll immediately see the business dashboard, which showcases an intuitive view of upcoming client sessions, along with important analytics related to sales and revenue.

Clients can book appointments through the system — you just need to enter your availability, and clients can book sessions straightaway (which you can then accept or reject). This is far easier than having back-and-forth conversations with clients over when you’re both available. A tool sends automated email summaries of sessions, and trainers can also track progress, session logs, and attendance over time. 

It also uses integrations to give you the best analytics and features with the least effort on your part. A Stripe integration allows you to accept payments directly through the platform, which is a bonus for both you and your customers. You can also send invoices through Stripe, which is both convenient and boasts a professional look.

Elevate Your Fitness Business

A CRM is a must-have for all businesses that want to maximize their efficiency, provide the best customer service possible, and keep better track of their company’s performance. While there are many CRM apps on the market, opting for a platform aimed specifically at smaller fitness businesses will likely deliver the best value for money and provide the most relevant features for your needs.

You can try My session tracker for free to help you decide whether it’s the right fit for you and your business. It stays free for up to three clients to your plan, so there’s no pressure to make a quick decision.