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The Customers page is where the people behind your feedback become real accounts you can reason about — who they are, what they’ve asked for, and how much they’re worth. It’s also the layer that gives Prioritization its teeth: the revenue and tiers you keep here are what let Lane weigh a Signal by the business behind it, not just the volume. The page has two tabs:
  • Company — your customer accounts, with fields like revenue, tier, status, and domain.
  • Users — the individual contacts linked to each company: name, email, and role.

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How customers get here

You rarely have to build this list by hand:
  • Automatic linking. When feedback arrives with an email — through Slack, Intercom, Email, the Portal, or a CSV — Lane matches the person to a contact and the company by email domain, creating the records if they don’t exist. Every piece of feedback ends up tied to the right account without manual work.
  • CRM sync. Connect HubSpot or Salesforce and your companies and contacts flow in from your CRM, kept in sync so Lane reflects the source of truth.
  • Manually. Add a company or a contact yourself from the + next to Customers in the sidebar, or import a list via CSV.
Lane fetches company logos from the domain automatically, so your list stays visually organized. Logos provided by Logo.dev

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Customer fields

Each company record supports: Each contact (user) record supports Name, Email (used for matching), Role, Company, and Source. Define your own statuses and tiers to match how you segment accounts under Settings → Customers.

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Customer stats

Two cards at the top of the page give you a quick pulse on where follow-up is needed:
  • Open Requests — customer-linked feedback that’s still open.
  • Loop Not Closed — customer-linked feedback where the work has shipped but the customer hasn’t been told yet.

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Customer detail

Click any customer to open its detail view:
  • Overview — the account’s key attributes (status, tier, revenue, size, domain), editable inline. If the customer was synced from a CRM, a Synced badge appears and CRM-mapped fields are locked so your CRM stays the source of truth.
  • Feedback — every piece of feedback linked to this customer.
  • Users — the contacts associated with the account, with name, email, and role.

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Working with customers

  • See who’s asking for what. A customer’s Feedback tab is the fastest way to understand an account’s needs before a renewal or QBR.
  • Weight prioritization by revenue. Because Signals carry the customers behind them, keeping tier and revenue current means your Signal ranking reflects real business impact.
  • Close the loop with the right accounts. When a Plan ships, the Loop Not Closed card and each customer’s feedback make it clear who to follow up with. See Closing the loop.

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Best practices

  • Keep revenue and tier current. They directly shape how Signals rank — stale numbers mean a skewed roadmap.
  • Let auto-linking do the work. Feedback that arrives with an email links itself; you mostly just keep the account attributes fresh.
  • Connect your CRM. With HubSpot or Salesforce synced, customer data stays current without manual upkeep.

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FAQs

Q: How does auto-linking work?
A: When feedback comes in with an email, Lane matches the sender’s domain to a company (creating it if needed) and links them automatically. Q: What is the Source field?
A: How the record was created — Manual, HubSpot, Salesforce, or Portal. Q: Can I edit fields on a CRM-synced customer?
A: Fields mapped from your CRM are locked to prevent conflicts. Unmapped fields stay editable in Lane. Q: Can I import customers from another tool?
A: Yes — via CSV import, or by syncing HubSpot or Salesforce. Q: What’s the difference between the Company and Users tabs?
A: Company shows accounts (companies); Users shows the individual contacts linked to them.