Choose one metric that captures the value customers get, then break it into inputs teams can move.
When to use itWhen teams optimise different numbers and argue about which one matters.
Value moment
The moment a customer gets real value from the product.
Candidate metrics
Three to five metrics that count those moments. Note what each one misses.
North Star
The chosen metric, its exact definition and the current baseline.
Input metrics
Three to five drivers of the North Star that individual teams can own.
Counter-metrics
What you will watch to make sure gains are healthy.