Why metrics plus accountability doesn’t always equal success

John Foreman
Why metrics plus accountability doesn’t always equal success

To achieve an increasingly sophisticated product, we’ve had to become increasingly sophisticated in how we measure performance. At the outset, Mailchimp was primarily a qualitatively driven organization, heavy on customer empathy and the user-experience research needed to fuel it. If you’re using qualitative data to solve customer problems, you’re unlikely to stray off course.

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