Problem
Scenario
You manage an engineering team for a B2B SaaS property management platform where work has historically been tracked through support and delivery tickets. Over the last two quarters, your team increased tickets closed from 420 to 560 per quarter (+33%), but customer outcomes have not improved: 90-day retention for accounts using the area your team owns stayed flat at 84%, weekly active usage in that workflow rose only from 38% to 39%, and CSAT on related requests fell from 4.4 to 4.1. Leadership wants a better way to measure whether the team is creating customer value rather than just increasing throughput.
Question
How would you define the right success metrics for this team and investigate whether engineering work in this product area is actually improving customer value? What metric framework would you use to connect delivery output to customer adoption, workflow success, and retention?
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