eClubLogic™ - The Membership Lifecycle

The eClubLogic™ system requires that the contractual relationship between any individual and a club is carefully recorded, kept up-to-date, and a matter of record at all times. Our system defines seven distinct stages in the lifecycle of an individual as a customer of a club. Not surprisingly, we refer to these stages and the connections between them as forming a Membership Lifecycle:

  1. Prospect
  2. Member
  3. Pending Member
  4. Active Member
  5. Frozen Member
  6. Cancelled Member
  7. Expired Member
  8. Former Member

The concept is used to organize the workflow associated with membership contracts. Contract status codifies the membership status at the club and defines what club facilities and services are available to the member.

Prospect

Initially, the program treats everyone as a prospect (even those on your current member roles). Demographic and personal information is entered into the system for each individual. This allows the system to generate facility marketing reports and prospect reports from the same data source as membership reports. As a consequence, lead sources, telephone inquiries, walk-ins, and conversion rates can be tracked across the entire prospect and membership pool. Obviously an individual's status can be changed at any time and so those actual members who are initially entered into the system as prospects can be "converted" to members in the data base while true prospects remain prospects pending further actions on their part.

Member

When a prospect decides to become a member a new member contract is drafted. The contract is put "On Hold" until the initial transaction fees are paid. Once the fees are paid the prospect becomes a member whose status is either active or pending. A membership is defined as pending if payment has been received but the start date of the contract is different from the date payment is received. This happens when, for example, during the last week of a month, an individual pays for a membership that begins on the first day of the next month.

Active Member

On or after the start date the member is classified as active. This means the member is a participating active member of the club. The contract's active status remains in effect until it is declared frozen, cancelled or expired.

Frozen Member

If a contract is placed "On Freeze" the membership becomes inactive for a specified period of time. Once that period of time has elapsed, the status of the contract reverts to active. The frozen status triggers a warning that all members on the contact receive as they register or check in at the front desk of the club.

Cancelled Member

If a contract is cancelled, the system requires that a cancellation date and reason for cancellation be entered into the contract record. On the effective date the member's status is changed to "Cancelled " a system warning is triggered . The warning is conveyed to the now cancelled member as they attempt to check-in. The individual is now considered a former member.

Expired Member

An "Expired Membership" represents one of two end states of the contract lifecycle. (The other is the Cancelled Member) Once the expiration date of the contract is reached, the expired membership becomes for records purposes a Former Member.

Former Member

Although a person may be classified as a Former Member no member information is deleted from the data base. As a consequence, the information can be recalled at any time and a cancelled or expired member can easily be converted to an active member again regardless of the length of time that has elapsed since their contract was active. .Former member records can be retrieved on either the prospect tracking or member management screens and a new contract drafted for them. This feature saves a great deal of time and allows sales people to review a former member's interest, usage and purchases while in the process of renewing their commitment to the club.