Building A Metrics Map

In this lesson, we explore practical techniques for identifying the input metrics that matter most. Through methods like metrics mapping and customer experience mapping, we gain a clearer, more quantitative view of what drives our business forward—especially from the customer’s perspective.

Key Takeaways:

• We prioritize input metrics and customer interactions: Too often, businesses rely heavily on output metrics. We recommend looking deeper into input metrics—particularly those tied to customer behavior and experience.
• Metrics Mapping helps us discover drivers of key metrics: We start with a business goal or known metric, then recursively ask what drives it and how we can measure those drivers. This technique reveals a broad and useful set of input metrics.
• The process is recursive and comprehensive: We drill down from each metric or goal until we can’t go any further, building an extensive network of quantifiable drivers. Repeating metrics across branches is fine—what matters is completeness.
• The end goal is a flat, exhaustive list of metrics: While the mapping exercise may begin as a hierarchy, we ultimately compile all the discovered metrics into a single, non-hierarchical list for practical use and monitoring.
• Finding input metrics is an ongoing process: This isn’t a one-time task. We continuously revisit and expand our metric set as our business, goals, and customer needs evolve.

To dive deeper into Input Metrics Mastery and learn more from Bill and Colin, follow these links:

• Take the full course at their website: https://workingbackwards.com/
• Buy the book: https://www.amazon.com/Working-Backwards-Insights-Stories-Secrets/dp/1250267595
• Bill's LinkedIn: https://www.linkedin.com/in/bill-carr/
• Colin's LinkedIn: https://www.linkedin.com/in/colinbryar/