Jeff Lash wrote a great piece this morning about how the need for metrics is about measuring the impact of the product change.
That works well in products. Tangible items. But, what about in services?
This is a challenge I have been facing for nearly 9 months. What are the right measurements when you are the product manager of services?
You can measure the financial impact. But, you have a less distinct measurement. I’ve had to review the services that were purchased and make a determination if they were related to the service theme. Not very scientific, and leaves a lot of room for discretion and interpretation. That means inconsistency.
How about sales awareness? Again, I can look at the number of opportunities that were presented to potential clients, and do the same retrofit analysis; but, yet again, I’m left with inconsistencies and interpretations.
So, what’s the best practice when your product is controlled by a single developer who is also the person that represents the product? The measurements around that individual can be obtained, but they don’t represent the “product” metrics that aresought, only the “individual’s” metrics of productivity and engagement.
Ideas? What metrics mattter? How do you get an objective measurement?
