Improved Product Outcomes
ZeroBlockers focuses on improving product outcomes by empowering teams to iterate on solutions from idea through to satisfied customers. This approach results in faster time to market, higher quality outputs, and increased customer satisfaction.
Metrics
The goal is not just to deliver products but to deliver products that meet customer needs and drive business value. The ZeroBlockers framework emphasises the importance of tracking outcomes over outputs so that teams can measure their impact and make data-driven decisions. Here are some key metrics that can be used to evaluate product outcomes across different industries:
| Metric | SaaS Products | Traditional Software | Physical Products | E-commerce Products | Mobile Apps |
|---|---|---|---|---|---|
| Revenue Metrics | Monthly Recurring Revenue (MRR) | Annual License Revenue | Sales Revenue | Sales Revenue | In-App Purchases Revenue |
| Customer Retention Metrics | Churn Rate | License Renewal Rate | Return Rate | Cart Abandonment Rate | Retention Rate |
| Customer Satisfaction Metrics | Customer Satisfaction Score (CSAT) | Customer Satisfaction Score (CSAT) | Customer Satisfaction Score (CSAT) | Customer Satisfaction Score (CSAT) | App Store Ratings and Reviews |
| Usage Metrics | Active Users | Software Utilisation | Product Usage Rate | Conversion Rate | Daily Active Users (DAU) / Monthly Active Users (MAU) |
| Quality Metrics | Bug Resolution Time | Bug Resolution Time | Product Quality Metrics | Product Page Load Time | Crash Rate |
| Financial Performance Metrics | Customer Acquisition Cost (CAC) | Customer Acquisition Cost (CAC) | Inventory Turnover Rate | Cost per Acquisition (CPA) | Customer Acquisition Cost (CAC) |
| Market Reach Metrics | Feature Utilisation Rate | Feature Utilisation Rate | Distribution Breadth | Visitor Traffic Sources | User Growth Rate |
| Feedback Metrics | Net Promoter Score (NPS) | Net Promoter Score (NPS) | Net Promoter Score (NPS) | Net Promoter Score (NPS) | Net Promoter Score (NPS) |
| Cost Metrics | Cost of Goods Sold (COGS) for SaaS | Development Cost | Cost of Goods Sold (COGS) | Cost of Goods Sold (COGS) | Development Cost |
Impact
By maintaining a focus on product outcomes, and ensuring that the product outcomes are correlated with the business objectives, implementing ZeroBlockers can have a significant impact on the organisation.