PUO is Klunivo’s practical approach to the member relationship: Acquire, Retain, Win Back. The name comes from the Polish words *Pozyskaj, Utrzymaj, Odzyskaj*. It connects three stages that clubs often manage through separate tools and conversations.
The approach starts with a shared participant record. An enquiry can become a trial, a trial can become regular membership, and a break in training can become a relevant conversation about returning. Each stage adds useful context for the next.
Acquire: help interest become a suitable first class
Acquisition includes more than collecting a form submission. Someone needs to respond, understand the person’s situation and arrange an appropriate trial. The coach needs enough context to welcome the newcomer, and reception needs the outcome to continue the conversation.
Klunivo connects leads and trials with session records and follow-up tasks. The aim is a clear next action for each enquiry, with source information available where the form and configuration support it.
Retain: make regular participation easier
A member’s experience includes the class itself and the practical work around it. A current timetable, understandable service status and useful communication can remove avoidable obstacles. For families, one guardian account should still preserve each child’s separate class history.
Attendance can help a club notice a change in a person’s regular pattern. It cannot establish the reason. A staff member may need to ask whether the timetable changed, the person is away or another class would fit better. Software supports this response by making the relevant history available.
Win back: respond to the reason for a break
A member who stops training is not simply an empty place in a group. Their earlier experience, the reason for the break and their contact preferences matter when the club considers a return conversation.
Use automation and retention within its configured triggers, conditions and channels. A relevant staff follow-up may be more useful than a generic discount. Stop or adapt the process when the person responds and the situation becomes clear.
Connect action with review
Analytics and reports can help the team review enquiries, participation, services and renewal patterns. Use consistent definitions and inspect the relevant participants where the report supports it.
The practical cycle is to notice a situation, check the context, act and review the outcome. A change in a metric should start an investigation rather than automatically prove that one action caused the result.
What PUO does and does not claim
PUO is Klunivo’s own way of organising connected club workflows. It is not an externally certified standard or a scientifically validated guarantee of retention or growth. Teaching quality, relationships and the member’s circumstances remain central.
Explore the full product or book a demo to walk through one member journey in the context of your club.