Summary
The Company model in Planhat represents your customers and serves as the central data model that connects all related data, from users and licenses to conversations and revenue.
Who is this article for?
Planhat builders/admins who configure their tenant for their team (e.g. CS Ops).
This article is part of the Data Models Course.
Article Contents
Introduction
The Company Data Model in Planhat represents your customers and serves as the central data model that everything else connects to, from users and licenses to conversations and revenue. Almost every other model has a relationship with a Company, making it the backbone of your data structure.
You can structure Companies in parent-child relationships, making it easy to organize complex customer accounts. Plus, it displays usage data, giving you key insights into how customers interact with your product.
Key System Fields
Let’s take a look at the key system fields tied to Companies.
Basic Company Fields
Name - name of the company
Description - description of the company
Phone number - company phone number
Address - company's address
Owner - owner of the account (e.g. a CSM, Account Manager, or Sales Rep)
Customer status - automatically set based on the most recent license status and is commonly used to identify current customers, prospects, churned accounts, and more.
Revenue-related Fields
ARR / MRR – annual or monthly recurring revenue
Renewal (date) – when the customer’s contract is up for renewal
Renewal (in days) – days remaining until the renewal
Renewal ARR / MRR – amount up for renewalamount up for renewal
Accumulated ARR / MRR – total revenue over time
Group ARR / MRR – MRR/ARR value of the individual Company that's part of a group structure
Total Group ARR / MRR – combined MRR/ARR value of all Companies in a group structure.
Other fields for insight
Phase – helps you track where a company is in its journey
Health – indicator of the account’s overall health
NPS Score - takes all of the associated End User NPS scores and calculates the mean, median or mode. In the "Settings" Global Tool, in "Account Setup", there's a setting called "NPS Calculation Base" where can choose if you would like the NPS score to be calculated using the mean, median or mode.
CSM Score – the gut feel of the CSM, set manually
Customer Since – the date the company became a customer
Customer To – the date the company stops being a customer, i.e. the end date of the longest license.
Last Touch – is the date of the most recent interaction across all Conversations (emails, tickets, calls, chats, etc.)
Last Seen – is the date that an End User at that Company was last seen in your product (i.e.the most recent user activity)
Technical Fields
External ID – is used to store the unique identifier for the Company. This field ensures updates and usage data are all mapped to the correct Company. It's defined by you, and the best practice for this field is to ensure it matches a unique identifier given to Companies in your own internal database.
Source ID – is the unique identifier for Companies synced with an external CRM system such as HubSpot and Salesforce. This field ensures your Companies in Planhat sync with the correct Companies in your external CRM system.
Related Domains – are the email domains related to the Company, ensuring your customer communications like calendar events, emails, tickets, and chats are logged to the correct Company. This field also allows Planhat to automatically create new End Users by matching the email domains from synced activities, emails, or calendar events with the domains of existing Companies.
Key Custom Fields
To provide additional background beyond the basics, teams often set up custom fields like:
Additional Stakeholders (team member type) – e.g.Technical Account Manager, Executive Sponsor, or Finance Contact
# of Employees (number) - number of employees
Region (list field) – Americas, APAC, or EMEA
Customer Tier (list field) – to distinguish between Enterprise, Mid-Market, or SMB customers
ICP Strength (list field) – ICP means ideal customer profile, so you can have a list field with options like Strong, Medium, Weak, or Needs Review to understand it at a glance.
CSM Score Notes (rich text) – is for notes from the CSM about why they gave that score for the org
Products (text) – lists the products live on the account based on license data
Some custom fields that give insight into revenue:
Open Opportunities - # of open opportunities
Total ARR Forecast - the combined MRR/ARR value of all Companies in a group structure.
New Business this Quarter - the total ARR / MRR of new business from this Quarter
Opp Forecast this Quarter - the forecast of open Opps for this Quarter
Overdue Invoices (number) – showing how many invoices are past due
Others can provide operational or behavioral insight, like
Date of Last Key Meeting / QBR – captures the last time a strategic meeting occurred
Health 7 / 14 / 30 / 60 days ago - company health “X” amount of days ago
Reference? – a toggle that indicates if the account has agreed to be a reference
Objectives – list key customer goals
Support Tickets – total number of tickets raised
Number of Active Tickets - total # of active tickets
Note that some of these fields are Formula Fields. Check out our Help Center Article: Formula Fields Overview or the Dojo course on Formula Fields for help setting those up.
And finally, here are some AI-generated fields for those that have their LLM integrated with Planhat
Create Account Summary (AI) - generates account summary
Industry Challenges (AI) - generates industry challenges based on Company’s industry
Summary of End Users (AI) - compiles insights about your contacts at this org
Summary of Licenses (AI) - generates summary of all licenses for this Company
AI Health (AI) – an AI-generated score from 1–100
Field Groups
Now that you have an understanding of the Key Fields, you can set them up in Field Groups, which live in Profile > Profile Templates. This determines what shows in Previews and full-page profiles for Companies.
Let's look at how to group them in a logical way. We recommend a set up as below:
For more information on Field Groups, take a look at Help Center Article: Field Groups.
Create Form
To ensure your data stays clean, it’s important you make fields mandatory for creation. We recommend the following at a minimum to enable you to manage your Companies in the best way.
For an in-depth breakdown on all things Profile related, take a look at our Help Center Article: An introduction to Profiles / Previews, the How-To Library in app, or check out the Dojo course related to Profiles.
Common Global Filters
Global Filters are custom segmentations of your company data, created centrally and applied across Pages, Workflows, and Reports.
In the example below, we wanted to look at a list of all Enterprise customers, so we created a Data Table Page for this using the Enterprise Global Filter.
Here are some examples of commonly used Company-level Global Filters:
By Region – e.g. Americas, EMEA, APAC
By Customer or Prospect Tier – e.g. Enterprise, Mid-Market, SMB
By Phase - e.g. Customers in onboarding, adoption, success
New Business Opportunities – to highlight open opportunities in the new business opportunities pipeline
Missing Key Data – such as no Owner, no Tier, or no Industry defined, which helps you ensure good data hygiene
No Key Meeting in last 90 days - to show which companies have not had a key meeting in the last 90 days
By Health - High or low health
By Renewal
At Risk or low health Renewals
Overdue Renewals
Renewals Next Quarter
Upcoming Renewals in < 180 days and < 90 days
Churn Signals – includes criteria like low health, low product usage, low CSM score, and minimal ownership of sticky products
Expansion Signals – which could be based on usage or license thresholds
Case Study Candidates - identifies case study candidates so you can take additional action
By invoice status
Companies with Overdue Invoices
New Customers with Overdue Invoices
Overdue invoices over a certain monetary value, that might have to be escalated
Useful Metrics
Metrics help you track usage, customer health, forecast trends, account activity and engagement.
Here are a few powerful use cases:
Trending Revenue Forecast - trending potential / predicted revenue
Trending ARR - trends ARR
Customer Economics - to help you understand cost per interaction
Health yesterday, 7, 14, 30, 60 days ago - to understand health over last “X” amount of time
% of active users over last 30 days - to gain insight into percent of active users over “X” amount of time
# of leads generated - gain insight into leads generated over periods of time
For more information on metrics, check out the Help Center Article: Metrics Overview, the How-to Library in app, or the time-series course in the Dojo.