Let’s say you manage a product that helps small businesses support their customers. You’re looking to improve customers’ engagement and retention levels. There are two ideas are on the table:
- A dashboard to allow the business owner monitor engagement statistics and trends.
- A chatbot to help the business owner automate communication with their customers.
The dashboard idea came up a few times in talks with customers and you feel it has good potential, but there’s also a risk that only power users will use it. The chatbot is something that the entire company likes and management is quite bullish about — it feels like an big win for customers, it’s a cool project, and, yeah, chatbots are all the rage now.
“The Three True-North Metrics that Your Product and Business Need” by Itamar Gilad https://link.medium.com/YxF0aOQgTZ