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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 (Settings → Customers)
  • 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 your workspace name in the top-left corner.
  2. Go to Settings → Customers
  3. Click Add Customer
  4. Fill in the Name, Domain, ARR.
  5. Optionally modify additional fields like Tier and Status.
  6. Click Add Customer to save.

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Customer Fields

Each customer record supports the following fields:
  • Name: The customer or company name.
  • Domain: Unique business domain.
  • Status: Active, Prospect, or Lost.
  • Tier: SMB, Mid-market or Enterprise.
  • ARR: Annual recurring revenue (ARR).

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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 only be added manually. 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.