The right product metrics

The right product metrics start with the right questions

A central value of the analytics team at Intercom is “start with the right question.” If we just applied well-worn frameworks blindly, we would be starting with someone else’s question, not our own. And if the metrics these frameworks produce don’t start with the right question, they don’t influence how a product is built or the direction a business takes.

These metrics become false proxies that might look good on paper, but provide a false roadmap and won’t give you real insight on where to take the product next or what to improve upon.

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