Glossary of Terms
Where a term refers to a specific software service within Kilo's suit of products, the service is detailed in brackets.
GLM = Gym Lead Machine, Kilo's Marketing Automation Software
Kilo = Kilo Gym Management Software
Abandoned Opportunity (GLM)
‘Abandoned’ is an opportunity status in Gym Lead Machine, reserved for leads that do not confirm an outcome either way. They are assumed to not be interested, as they have failed to respond. Idle leads are intentionally, automatically moved to ‘Abandoned’ status after a period of non-response in Gym Lead Machine, but can also be moved to ‘Abandoned’ by the user. See Lost vs Abandoned Opportunities in this handy infographic for some important differences.
ARM (Kilo)
ARM refers to the Average Revenue per Member, and is a key driver to business success. This is typically measured on a monthly basis and is calculated as total revenue for the month divided by total number of paying members. Refer to Business Metrics for an overview of Kilo dashboard.
Athlete (Kilo)
The word 'Athlete' is used within Kilo’s Gym Management Software to define an active client or paying member.
Attribution (Kilo)
Attribution is the process of identifying and assigning credit to a specific action or event that contributed to a particular outcome. The Attribution Report provides details as to what particular event resulted in a lead, opportunity and/or sale.
Automation (GLM)
Automation is a category inside Gym Lead Machine, and refers to the use of Workflows to automate actions, tasks and processes within the without the need for manual intervention. Automation eliminates the need for users to manually perform repetitive tasks, therefor helping improve efficiency, reduce human errors, save time, and ensure consistency across various tasks. See Automation and Workflows Explained.
Automations (GLM)
The word ‘Automations’ typically refers to all automated communication to contacts. Any communication that is not an ‘Automation’ will be manual; i.e., a user has elected to send a one-off SMS or email themselves to a contact inside Gym Lead Machine.
Billing (Kilo)
Billing within Kilo’s Gym Management Software refers to membership fees associated with a specific package. Multiple billing plans can be added to a single package, allowing the user to choose which billing plan to apply to an athlete. For example, a bi-weekly payment plan vs. a monthly payment plan. Refer to Billing Plans in Packages for more information.
Campaign (GLM)
The word ‘campaign’ is typically used to describe communication to contacts. This may be in the form of a workflow containing contact-facing actions (i.e., emails and SMS) but may also be a stand alone email, such as a Newsletter. See also ‘Fitness Campaigns’ and ‘Email Campaigns’ in this glossary.
Contact(s) (GLM)
A contact refers to an individual stored within Gym Lead Machine. A contact can be a lead, client (current, active athlete/member), or alumni (former client). Each individual will have a dedicate profile which includes contact information such as name, email address, phone number, as well as any tags, active and past automations, appointment information and other relevant personal data / information that the business wishes to store. Only one profile should exist for each contact in the system. See Contacts in GLM for more information.
CRM
CRM - 'Client Relationship Management' - refers to a strategy, technology, or system used by businesses to manage interactions and relationships with current and potential customers. CRM systems help organizations streamline processes, improve customer service, increase sales, and enhance customer retention by organizing, automating, and synchronizing various aspects of business communication. Kilo’s Gym Lead Machine platform is a CRM system.
Dashboard
There are various dashboards in Kilo’s different softwares - the two most common referenced are:
1. The Gym Lead Machine Dashboard
This is your ‘home page’ when you first log in to Gym Lead Machine. The dashboard features your gym’s logo, followed by a range of key lead, appointment and sales metrics for both the current month to date (MTD) and the previous completed month. Other helpful information can be found on the dashboard too, including any new feature announcements, the Tip of The Week, your tasks, Lead Source Report, and metrics for any integrated Facebook or Google Ads.
2. The Kilo Gym Management Software Dashboard
This is your ‘home page’ when you first log into Kilo GMS. Again, you will find key metrics - this time focusing on revenue for actual clients. You’ll also find links to attendance reports, churn metrics, and revenue categorisation charts.
Domain
A domain name is a string of text that maps to an IP Address, used to access a website. Essentially, the domain name is the text that a user types into a browser window to reach a particular website. For instance, the domain name for Kilo is usekilo.com. Domain names are all managed by domain registries, which delegate the reservation of domain names to registrars. Kilo does not provide domain names, but can connect your domain to your Kilo website. To find out where your domain is held, we recommend using this tool.
DND (GLM)
'Do Not Disturb' (AKA ‘Unsubscribe’) is a user preference that can be selected by a lead or client indicating that they do not wish to receive communication. An individual can opt for DND of SMS (text messages), emails, or other communication types linked to Gym Lead Machine. For additional info refer to Using DND for Contacts.
Email Campaigns and Templates (GLM)
Under the Marketing Category in Gym Lead Machine, you’ll find the email templates and campaigns. The templates are structured email builds which can be used again and again for email campaigns. The campaign is typically made from a template, but refers to that specific email out to your contacts. You may have a template Newsletter for example, and the campaign will refer to the specific newsletter you sent in a given month. Check out Marketing: Email Builder for more information, and request your Email Templates here.
Fitness Campaigns (GLM)
Fitness Campaigns refer to a folder of contact-facing workflows in ‘Automation’ within Gym Lead Machine. Within this folder, there are a range of different workflows for various scenarios. For example, the New Lead Campaign is the typical workflow that a new lead enters when they fill in a website form. Find out how to Edit a Campaign.
Form (GLM)
Forms consist of fields that a contact can fill in with their information, which will then enter Gym Lead Machine. Typically a form is a pop-up on the website (when the lead clicks a button on the site) but is also sometimes embedded on the website page itself. It’s also possible to send a Form link to a contact (as a URL link), as well as connect a form to a funnel or landing page. See our Intro to Forms.
Funnel /Landing Page (GLM)
A funnel or landing page is a standalone web page, specifically designed with a single, focused objective. It is the first page a visitor ‘lands’ on after clicking a link from an advertisement, email, social media post, or other online source. A funnel is typically crafted to guide visitors toward a specific call to action, such as booking a consultation, or signing up to a specific event. GLM is pre-loaded with a number of template funnels and landing pages which can be customized for a range of use cases. Refer to Funnels & Landing Pages for more information.
GBP - Google Business Profile
A GBP (formerly ‘Google My Business’ - GMB) is a digital profile for businesses. This directory is provided by Google as a free tool to allow organizations to manage their online presence across Google Search and Google Maps. It enables businesses to create and verify their profile, making it easier for potential customers to find them online. Through the GBP, businesses can update key information such as their address, hours of operation, contact details, website link, and photos, helping to improve their visibility in local search results. Learn how to set up your google business page.
GMS (Kilo)
This is an abbreviate for Gym Management Software - the platform used for managing client memberships, booking and billing.
Gym Lead Machine (GLM)
GLM is one of Kilo’s services - specifically the CRM tool which connects to a Kilo Website. Users who have opted for GLM will have access to range of marketing automation tools including pre-made workflows to optimize lead generation and nurture, as well as marketing templates, funnels and landing pages, forms, surveys, a social media planner, and much more!
Kilo
Kilo is a provider of gym software, built to make lives easier for gym owners. Kilo offers a range of services including websites, marketing automation (Gym Lead Machine: the CRM tool) and gym management software (Kilo’s booking and billing tool).
Kilo Full Stack
Kilo Full Stack refers to the full suite of three Kilo services: Website, GLM and Kilo’s Gym Management Software. See An Introduction to Kilo Gym Management.
Lead
A lead is generated when a potential customer engages with content, fills out a form (lead magnet), subscribes to a newsletter, downloads a resource, or performs any action(s) that indicates interest. A lead magnet is designed to attract and capture leads by providing something of value in exchange for their contact information.
Lead Magnet
A Lead Magnet typically refers to a downloadable resource that is designed to attract leads. For Kilo clients using Gym Lead Machine, the Kilo Website will include a Lead Magnet block on the homepage, inviting leads to fill in a form in order to gain access to a free resource. Check out the Lead Magnet Form article for more details.
LEG (Kilo)
This is a business metric - a play on the abbreviation for ‘Length of Engagement’. This refers to the length of time that a contact is a client - for example, 24 months. The average LEG would be calculated as the total length of engagement of all clients combined, divided by the number of clients.
Lost Opportunity (GLM)
‘Lost’ is an opportunity status in Gym Lead Machine, for leads who decline the offer of services, and ultimately do not result in a successful outcome. This can occur at any stage of the sales process where the lead decides not to move forward. This status must be manually updated by the user, by dragging and dropping the Opportunity card to ‘Lost’. Users should do this as soon as a lead says ‘no’ and confirms they do not wish to move forward. See Lost vs Abandoned Opportunities in this handy infographic for some important differences.
‘NSI’
The term 'NSI' is an abbreviation, that stands for 'No Sweat Intro'. A No Sweat Intro is a free consultation with a prospective member, where the intention is to convert the prospect to a member / athlete. Other common names for NSI include Free Intro, Discovery Call or Free Consult. The GLM Dashboard metrics refer to ’NSIs Booked’ and ‘NSIs Showed’ - these metrics indicate how many of these consultations have been booked, and how many actually took place (i.e., when the lead showed up).
Opportunity (GLM)
An opportunity represents the inquiry status of a contact in GLM. A new ‘opportunity card’ is created when a lead shows interest in the business service(s), for example - by filling in a form. Opportunities can also be manually added to the Pipeline, for use cases such as Walk-Ins. Individual opportunities are tracked within the Opportunities Dashboard in GLM, in the relevant Pipeline (See Pipeline). The opportunity cards will move through the pipeline stages depending on the appointment status (I.e, if the lead has booked an appointment, and whether they show up or not) and the opportunity status itself (Open, Won, Lost or Abandoned). Some of these movement will be automated, but the card can also be manually moved by the user. Refer to Manual GLM Actions to identify which updates to Opportunities are automated, and which are manual.
Package(s) (Kilo)
Packages refer to structured pricing models that offer different levels of access to gym classes, services and amenities. Gyms may sometimes refer to packages as ‘membership options’. These packages typically vary in terms of credits and validity periods, and can include services (e.g., group classes, personal training sessions, nutrition coaching). See Building Packages in Kilo for more information.
Pipeline
A pipeline is a visual representation of the stages that leads move through in the process of becoming clients. It is used track the progress of ‘Opportunities’ as they advance through various stages of the sales process, including appointment booking. GLM is set up with pre-made Pipelines for your business’ core services (eg, Fitness Pipeline, Nutrition Pipeline). See How to Review Your Pipeline.
Snippets
These are a type of email or SMS template or ‘canned response’ which can be used on a one-off basis when communicating with contacts.
Stop on Response (GLM)
This is a workflow setting, meaning the workflow will end if the contact replies to communication from that specific workflow. Typically all lead campaigns have this feature turned on as standard, so that the gym owner can ‘take the wheel’ when a lead responds to the automations. It is important to note that the workflow will not stop if the contact replies to a message from another workflow, or a manual message. See Understanding the "Stop on Response" Setting for Campaigns.
Tag (GLM)
In GLM, a tag is a digital label used to categorize and identify different groups of contacts. Tags are most commonly used to differentiate between Leads, Clients and Alumni, but will also help track the lead source and appointment status of a lead. Gym Lead Machine is set up with a number of pre-determined tags, but it is also possible to create your own tags for specific purposes. Review Tags Explained for more information.
Trigger (GLM)
The word 'Trigger' is used in Gym Lead Machine for an event that initiates further action(s), within a workflow. For example, a contact submitting a particular form might trigger a specific workflow, which may include actions such as an email being sent to the contract. Or, a contact clicking the 'unsubscribe' link will trigger a workflow which updates the contact to DND status.
Twilio
Twilio is the third party provider of the phone number in your Gym Lead Machine software. Depending on your business’ location, a digital number is usually linked to your GLM account and provides a communication tool via phone and SMS messages to and from the gym. See Conversations in GLM for various articles relating to calls and messaging.
User (GLM)
The person logging in and using Gym Lead Machine - i.e., the gym owner or staff member.
Validity (Kilo)
Validity refers to the duration a membership package is valid for. A package will expire at the end of the validity period. For example, a three month membership has a three month validity period, and any associated credits will expire after this period. Check out Building Packages in Kilo and Rollover Credits for more information.
Website
The ‘Website’ refers to the live online site. All Kilo clients will have a Kilo website as part of their subscription. Some may have additional services, such as Gym Lead Machine and Kilo’s Gym Management Software.
Won Opportunity (GLM)
‘Won’ is an opportunity status in Gym Lead Machine, reserved for leads who decide to sign up to the gym’s services, and become clients. This status must be manually updated by the user, by dragging and dropping the Opportunity card to ‘Won’. Users should do this as soon as a lead says ‘yes’ and agrees to proceed.
Workflow (GLM)
A workflow is a sequence of actions. The actions might be system-based ones (such as the adding of a contact tag), contact-facing actions (such as an email or SMS to the contact) or user-facing actions (such as a notification to the assigned user). Usually the workflow is linear, but may include some conditions which cause the workflow to branch off into multiple different routes, depending on whether certain conditions are met. See Workflows and Campaigns for a full tour of the Workflow Builder in Gym Lead Machine.