📝 Overview
The TeamUp CRM gives you a single place to track every customer's relationship with your business, from first enquiry, through trial, into active membership, and beyond.
At the heart of the CRM is the Lifecycle Pipeline, a customisable series of stages that represents your customer journey, so you always know where each person sits and what the next step should be.
🧑💻 What Is the CRM?
The CRM (Customer Relationship Management) area sits alongside your existing Customers tools and is designed to help you:
Visualise where every customer is in their journey at a glance.
Move customers forward using either automations or manual drag-and-drop.
Communicate with customers automatically when their stage changes.
Track interactions calls, emails, notes, and stage changes, in one timeline per customer.
To access the CRM, click on the CRM option in the sidebar menu.
💡 The CRM works alongside the rest of your customer tools. Memberships, registrations, and payments continue to behave exactly as before, the CRM adds a relationship-management layer on top.
🔄 What Is the Lifecycle Pipeline?
The Lifecycle Pipeline is the set of stages a customer moves through during their relationship with your business. By default, TeamUp ships with a pipeline designed for fitness and wellness businesses, but you can edit, rename, reorder, add, or remove stages to match how you actually run your business.
Click the arrow to learn more about the Lifecycle Pipeline
Click the arrow to learn more about the Lifecycle Pipeline
🏷️ Default Lifecycle Stages
Out of the box, the Lifecycle Pipeline includes the following stages:
Lead | A prospect who has shown interest but not yet booked or paid for anything |
Trial | A customer currently on a trial pass, intro offer, or free class |
Active Member | A customer with an active, paying membership or pack |
At Risk | An active customer showing churn signals (e.g. low attendance, failed payment, cancelled upcoming bookings) |
Lapsed | A customer whose membership has ended or expired |
Lost | A customer who has formally cancelled and is no longer in the buying cycle |
No Status | A customer who has not yet entered the Lifecycle Pipeline |
💡 These defaults are a starting point, not a fixed structure.
They can be edited, for example, splitting "Lead" into "New Enquiry" and "Tour Booked", or adding a "Reactivation" stage between Lapsed and Lost.
See the Editing and Managing Your Lifecycle Pipeline guide for how to make changes.🔴🔴🔴🔴🔴🔴
⏩ How Customers Move Through the Pipeline
There are two ways a customer can move from one stage to the next:
🤖 Automated Moves
The CRM watches for events that happen TeamUp and moves customers automatically. For example:
A new Lead who buys a trial pass is moved to Trial.
A Trial customer who buys a paid membership is moved to Active Member.
An Active Member whose membership ends is moved to Lapsed.
Automations can be enabled, disabled, or customised per stage.
💡See the CRM Kanban Board: Automations, Assignments and Manual Overrides guide for the full breakdown.🔴🔴🔴🔴🔴🔴
✍🏻 Manual Moves
Staff can also move a customer between stages by dragging their card on the Kanban board, or by changing their stage from the customer profile.
Manual moves always take priority over automations, so you can override the system whenever you need to.
💡When a customers card is moved from one stage to another manually, their card will no longer be moved through the pipeline automatically, until their status is reverted to the automation.
When this is the case, you'll see their card has a "Manual" tag, and a "Revert to automation" button which when clicked on reinserts the customer card into the automated pipeline.
🗂️ The Kanban Board View
The default view of the CRM is a Kanban board, where each lifecycle stage is a column, and each customer is a card you can drag between columns.
Click the arrow to learn more about the Kanban board
Click the arrow to learn more about the Kanban board
From the Kanban board you can:
Filter customers by staff assignee, tag, membership, or last activity date.
Search for a specific customer.
Open a customer card to see their full activity log and recent interactions.
Drag a card between columns to manually update their stage.
Prefer a list view instead? You can use the filters in your Customer List in order to filter the view by your customers lifecycle status. Simply go to Customer List and select a Lifecycle Status in the Status Filter.
Each stage in the Kanban board represents a Customer Lifecycle Status, and these statuses can be edited or enabled/disabled, by clicking on the Configure button on the top-right of the Kanban board.
From there, you can see a list of all customer statuses, along with a summary of the criteria a customer must meet in order for the system to automatically add them to that status.
When you click on Edit next to any of the Customer Statuses, you can change the name and colour of the status, you can set it to be enabled/disabled, and you can also add, remove, and edit criteria as well.
💡When adding multiple criteria in a customer status, you can select whether a customer needs to meet All or Any of these criteria in order to be moved over to this customer status.
🙋🏻♂️ Assignments
Each customer in the pipeline can be assigned to a staff member, who is then responsible for moving them forward.
Click the arrow to learn more about assignments
Click the arrow to learn more about assignments
Assignments make it easy to see who owns each relationship, and they power the email notifications that keep staff in the loop.
Only Admins and Owners can view the Kanban board by default, but you can grant non-admin staff members permission to view the CRM Kanban board, and choose whether they can view the entire Kanban board, or only cards you have assigned to them.
Now, depending on if they've been granted permission to view All Customers or their Assigned customers only, they can navigate to the Kanban board and view all customers lifecycles, or just the Customer Cards assigned to their account.
You can also grant them permission to edit the CRM Lifecycle Settings, and they'll be able to view the Configure button in the top-right corner of the Kanban board to make changes to the Customer Statuses as well.
💡For more information on how to assign and reassign customers, you can check the CRM Kanban Board guide.
📊 Retention Status Summary
For a quick dynamic view of your businesses retention and customer lifecycle status changes, you can check the Lifecycle Retention Health widget on your main dashboard, which will highlight the number of Retained, Churned, and Inactive customers during any time-period you select.
📧 Email Notifications
When a customer enters or exits a stage, TeamUp can automatically send an email to:
The customer themselves (e.g. a welcome email when they hit Active Member).
An assigned staff member (e.g. a heads-up when a customer enters At Risk).
A shared inbox or admin email (e.g. all new Leads).
💡For step-by-step setup, see Setting Up CRM Lifecycle Email Notifications.
📜 Interactions and Activity Log
Every customer in the CRM has an activity log, which is a chronological timeline of every interaction, stage change, payment event, and note logged for them.
You can access each customers activity log by clicking on their name on their customer card in the Kanban board, or by navigating to their account via the customer list, and selecting Interactions.
You and your team can also manually log interactions such as phone calls, in-person conversations, or marketing touchpoints.
💡See the CRM Interactions and Activity Log guide for more information.
🔑 Permissions & Access
Access to the CRM is controlled by your existing GoTeamUp staff permissions:
Account Owners and Admins have full access to the CRM, including editing the pipeline and configuring automations and emails.
Staff with customer-facing permissions can view the Kanban board, move their assigned customers, and log interactions.
Staff without customer-facing permissions will not see the CRM in their sidebar.
⚠️ By default, editing the Lifecycle Pipeline structure is restricted to Account Owners and Admins to prevent accidental changes that affect every customer.
You can grant non-admin staff members CRM Lifecycle Settings permission, and they'll be able to view the Configure button in the top-right corner to make changes to the Lifecycle Pipeline structure as well.
🚀 Next Steps
Now that you understand the basics, here's where to go next:🔴🔴🔴🔴🔴🔴
Editing and Managing Your Lifecycle Pipeline - customise stages to match your business.
CRM Kanban Board: Automations, Assignments and Manual Overrides - set up automation rules and assignments.
Setting Up CRM Lifecycle Email Notifications - keep staff and customers informed.
CRM Interactions and Activity Log - log calls, notes, and review history.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Is the CRM included in my plan?
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Yes. The CRM feature is made available for all businesses using TeamUp.
Do I have to use the CRM?
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No. The CRM is an optional layer that sits alongside your existing customer tools. If you don't open the CRM, customer registrations, memberships, and payments continue to work exactly as before.
Will my existing customers be added to the pipeline automatically?
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Click the arrow to see the answer
Yes. When the CRM is enabled, all existing customers are automatically placed into the lifecycle stage that matches their current status, for example, customers with an active membership go into Active Member, and customers whose membership has ended go into Lapsed.
Can I turn the CRM off?
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Click the arrow to see the answer
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No. The CRM can not be switched off, however, if you'd like this feature to be disabled, you can contact our support team and request we disable t for you.