Measure What Matters to the Customer
Vanity metrics tempt us with easy wins that hide real problems. Anchor measurement to customer outcomes: time to value, defect escape rate, resolution satisfaction, or adoption curves. Visualize trends, not snapshots, and pair numbers with narrative context. When a metric dips, treat it as a signal to investigate, not a verdict of failure. Share your measurement approach publicly, invite critique, and update definitions as understanding matures. Transparency converts skepticism into collective problem-solving.