The Customers object helps you keep track of all your customers in one place - who they are, what they’ve asked for, and how engaged they are. It gives your team a shared understanding of high-value, active, or at-risk customers and supports smarter prioritization.

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Setup

The Customers object acts as a foundational layer for tracking and understanding customer relationships across Lane:
  • No special setup is required.
  • All members can access the full customer list.
  • When Insights are linked to Features, any associated customers are also auto-linked - allowing you to trace how specific customer needs progress through the development pipeline.
  • You can view a customer’s linked Insights, Features, and status to quickly assess their level of engagement and satisfaction.

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Use Cases and Value

  • Identify top-requesting or high-revenue customers.
  • Align product planning with customer needs.
  • Quickly filter for requests from churned or at-risk customers.
  • Close the loop efficiently by tracking linked Features and their release plans.

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Adding a Customer

To manually add a new customer:
  1. Click the + icon next to Customers in the sidebar.
  2. Fill in the Name and Description.
  3. Optionally assign additional fields like Tier, Status, Revenue, and Size.
  4. Click Add Customer to save.

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Customer Fields

Each customer record supports the following fields:
  • Name: Required. The customer or company name.
  • Email: Contact email address.
  • Status: Active, Churned, or Lost.
  • Tier: Segment like SMB, Enterprise, etc.
  • Revenue: Annual recurring revenue (ARR).
  • Size: Team size or company size.

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Best Practices

  • Track key customer attributes: Keep fields like Tier, Revenue, and Status updated to prioritize feedback from high-value or strategic accounts.
  • Link customers to every Insight: Whenever you capture feedback, ensure it’s tied to the relevant customer. This builds a strong trace of who requested what.
  • Use customer-linked Features for prioritization: The more customers tied to a feature, the stronger the signal for prioritizing it. Use this to drive roadmap decisions.
  • Review customer records regularly: Use filters to find which customers are most active, which ones are quiet, and which accounts need follow-ups.

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FAQs

Q: Can I import customers from another tool?
A: Not yet, but we plan to support imports and integrations soon. For now, customers can be added manually or captured through linked Insights. Q: What happens if I delete a customer?
A: Deleting a customer will remove them from all associated records. Proceed with caution—historical context will be lost.