Remember that these metrics measure the health of a process but not the health of a product. Not a single one addresses customer outcomes, impact, retention, etc.
Remember that these metrics measure the health of a process but not the health of a product. Not a single one addresses customer outcomes, impact, retention, etc.
I completely agree. The ultimate indicator of success is that the customers are delighted by the product. Delight is hard to measure, though. Retention, etc., are indirect indicators at best because they do not point to specific actions. I'd rather have conversations with the customers. That's one of the reasons I think it's a good idea for engineers to rotate through tech support.
Remember that these metrics measure the health of a process but not the health of a product. Not a single one addresses customer outcomes, impact, retention, etc.
I completely agree. The ultimate indicator of success is that the customers are delighted by the product. Delight is hard to measure, though. Retention, etc., are indirect indicators at best because they do not point to specific actions. I'd rather have conversations with the customers. That's one of the reasons I think it's a good idea for engineers to rotate through tech support.