Our special guest Casey Hill from ActiveCampaign is back for the next episode of our customer relationship management (CRM) series, diving into the essentials of using CRM effectively beyond just managing contacts, particularly for clinical Pilates studios and similar small businesses.The discussion unravels the true definition of a CRM, showing off the importance of visual tools like kanban boards for tracking customer relationships, and actions at different stages. Casey shares insights on leveraging CRM for sales, nurturing, and upselling, as well as for saving at-risk clients and identifying high-value customers.The conversation also touches on the cost-effectiveness of CRM systems, dismissing other tools as incomplete solutions, and suggesting looking for features that offer actionable insights and task management.Additionally, the episode covers the potential of CRMs in managing existing client relationships, delivering personalised experiences, and focusing on customer education. The episode concludes with an acknowledgment of the next topics in the series, including a deep dive into Google reviews and standard operating procedures with a special focus on ActiveCampaign.Tweetables“What I think of as a CRM is the ability to see those relationships at different stages, and the ability to have a task where you can follow up, you can take an action. To me, that is the true definition of a CRM.”Casey Hill – Senior Growth Marketing Manager, ActiveCampaignGet the Full Show NotesWant access to the full show notes, including links to all resources mentioned during today's episode? Visit https://www.pilatesbusiness.com.au/13DisclosureThis podcast contains affiliate links. We may receive a commission on products or services that you purchase through clicking these links, at no extra cost to you.Want to learn more about Pilates Business?Learn from other business owners, other prominent leaders in our profession and in our Pilates industry from around the world to benefit your Pilates studio, your Pilates business, your Pilates career and ultimately your life.Our purpose here at Pilates Business Podcast and at http://www.pilatesbusiness.com.au is to help you create your Pilates business success.Are you getting all the shows? Subscribe today!