Choose a pipeline type

Choose the type from the opportunity being worked—not from the team that owns it or the channel used to contact the person. The type establishes the business meaning of the pipeline and cannot be changed after creation.

Pipeline typeUse it whenTypical operating path

Prospect

Use it whenA nonmember is considering membership

Typical operating pathInquiry → contact → qualification → tour or offer → Won/Lost

Reactivation

Use it whenA former or inactive member may return

Typical operating pathReconnect → understand need → propose return path → Won/Lost

PT Upsell

Use it whenAn existing member may buy personal training

Typical operating pathIdentify fit → consultation → recommendation → Won/Lost

Service Upsell

Use it whenAn existing member may add a club service

Typical operating pathDiscover need → explain service → confirm purchase → Won/Lost

Retail Upsell

Use it whenAn existing member may buy a retail or subscription offering

Typical operating pathRecommend offer → follow up → confirm purchase → Won/Lost

Retention Focus

Use it whenA current member shows churn or disengagement risk

Typical operating pathUnderstand risk → resolve concern → preserve membership or close outcome

Three pipeline families

Prospect pipelines

Use Prospect for new membership acquisition. Use Reactivation when the person has a prior relationship and the goal is a return. Both can end in a membership outcome, but their context and conversations differ.

Upsell pipelines

Use PT Upsell, Service Upsell, or Retail Upsell for an existing member’s additional purchase. Choose the type that matches what is being sold so the stage language, agents, and later reporting context stay meaningful.

Retention pipelines

Use Retention Focus when the opportunity is preventing avoidable churn or restoring engagement for a current member. Its goal is preserving the relationship, not acquiring a new member or adding a purchase.

When to create another pipeline of the same type

FitStack supports more than one pipeline per type. Create another only when the operating process truly differs, such as:

a distinct club program requires different stages or ownership;
a specialized sales motion has a different success path;
a controlled pilot must stay separate from the established process.

Prefer one shared pipeline when only the agent, owner, or wording changes. Too many nearly identical pipelines make routing, defaults, and review harder.

A pipeline type is permanent after creation. Confirm the opportunity type before selecting Create Pipeline. If the wrong type is saved, create the correct pipeline and move future routing to it instead of relabeling the old process.

Decision check

Before continuing, finish this sentence:

This pipeline works [who] toward [specific outcome] because [intent signal or risk] occurred.

If the subject is still a broad audience rather than an individual opportunity, use a Journey instead.