Customers

The Customers page 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. The page is organized into two tabs:

• Company - your customer accounts, with fields like revenue, tier, status, and domain.
• Users - individual contacts linked to each company, including name, email, and role.

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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.
• Custom statuses and tiers — define your own customer statuses and tiers to match your internal segmentation. Go to Settings → Customers to manage these values.
• Automatic customer linking for feedback — when feedback is created through integrations like Slack, Intercom, or Email, Lane automatically enriches the record with the correct customer based on email domain. This ensures every piece of feedback is tied to the right account without manual effort.
• Customer connections across the product — when feedback is linked to Features, those customers are automatically connected as well. This helps you trace customer needs, follow feature progress, and understand the impact on each account.

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Customer Fields

Each customer record supports the following fields: Each contact (user) record supports:

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Adding a Customer

To manually add a new customer:

1. Click the + icon next to Customers in the sidebar.
2. Enter the name.
3. Add additional fields like domain, revenue, status, size, and tier.
4. Click Add Customer to save.

Lane automatically fetches company logos based on the domain, so your customer list stays visually organized. Logos provided by Logo.dev

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Importing Customers

You can import customers into Lane in two ways. From the Customers page, click Import in the top-right to choose your method.

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CSV Import

Import your customer data from a CSV file:

1. Go to Settings → Import or click Import → CSV from the Customers page.
2. Upload your CSV file.
3. Confirm the file and select the starting row.
4. Map your CSV columns to Lane’s customer fields (name, domain, size, revenue).
5. Preview the data and click Import.

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HubSpot Import

If you have the HubSpot integration connected, you can sync companies and contacts directly from your CRM. Click Import → HubSpot from the Customers page to go to the HubSpot integration settings, where you can configure field mapping and trigger a sync.

See the HubSpot integration page for full setup and sync details.

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Customer Stats

At the top of the Customers page, two summary cards give you a quick pulse on customer activity:

• Open Requests — the number of customer-linked feedback items that are still open.
• Loop Not Closed — customer-linked feedback items where all linked Features are done, but the feedback loop hasn’t been closed yet.

These cards help you quickly spot where follow-up is needed.

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Customer Detail View

Click any customer to open its detail view. The detail view is organized into four tabs:

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Overview

Displays the customer’s key attributes — status, tier, revenue, size, and domain — all editable inline. If the customer was synced from HubSpot, a “Synced from HubSpot” badge appears next to the name. Fields that are mapped from HubSpot are locked and cannot be edited manually, ensuring your CRM remains the source of truth for those values.

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Feedback

Lists all feedback (insights) linked to this customer. Click any item to open it directly.

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Features

Shows all Features connected to this customer through linked feedback. This gives you a clear picture of what’s being built for this account.

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Users

Displays all contacts (users) associated with this customer, including their name, email, and role.

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Users Tab

Switch to the Users tab on the Customers page to see all contacts across your workspace. Each contact shows:

• Name and email
• Linked company
• Role
• Source (Manual, HubSpot, or Portal)

You can search contacts by name or email, and click any contact to open their detail view.

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Use Cases

• 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.
• Use stats cards to spot accounts that need follow-up.

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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 piece of feedback: 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 sorting and search to find which customers are most active, which ones are quiet, and which accounts need follow-ups.
• Keep your CRM in sync: If you use HubSpot, connect it to Lane so customer data stays current without manual updates.

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FAQs

Q: Can I import customers from another tool?
A: Yes. You can import customers via CSV from Settings → Import, or sync them from HubSpot using the HubSpot integration. Q: What happens if I delete a customer?
A: Deleting a customer removes them from all associated records. Proceed with caution — historical context will be lost. Q: What is the Source field?
A: Source indicates how the customer record was created — Manual (added by hand or CSV), HubSpot (synced from your CRM), or Portal (created through a customer portal). Q: Can I edit fields on a HubSpot-synced customer?
A: Fields that are mapped from HubSpot are locked to prevent conflicts. Unmapped fields can still be edited manually in Lane. Q: How does auto-linking work?
A: When feedback comes in through Slack, Intercom, or Email, Lane matches the sender’s email domain to an existing customer’s domain and links them automatically. Q: What’s the difference between the Company and Users tabs?
A: The Company tab shows customer accounts (companies). The Users tab shows individual contacts linked to those companies.