Here, we are talking about your customer experience. It is an unbelievably powerful force, carrying more influence than just having a great product or great pricing. It may help you to keep a customer or lose them to a competitor and it is a strong weapon to achieve a strong competitive edge.
Managing any business can be an uphill task. It is not easy to find a balance between concentrating on the product and the growth of the company. Every company has a well defined mission to meet a need and a unique value to meet that need. This is where the North Star Metric (NSM) comes into play.