Simple metrics beat complex composite scores

I always encourage folks, just pick something simple, even if it's not perfect and your composite would be more perfect. If people understand it, if they have an intuition around it, if it's something that people can talk about across the company, it's going to be a much better metric.

When you're measuring things, you're trying to understand what actions or reactions are creating the good outputs that you want, revenue, customer growth. But by putting them all together, you basically obfuscate that. And what really we realized is we need to just break each one of these out individually and manage them each in its own way.

We suggested this metric to ourselves, companies that have no support tickets through the incorporation service. If you get through that whole thing with no support tickets, that's a yes. If you have any number of support tickets, that's a no.

Picking metric titles that make you feel something. We could have called that measure of companies, number of companies that do not send a support ticket over X period and Y period with min... This is just companies with zero support, that's it.