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Generally speaking, we want between two and four key results for each objective. The first key result is normally the primary measure. Then we have one or more key results as a measure of quality—sometimes called guardrail or backstop key results—to ensure that the primary key result is not inadvertently achieved by hurting something else.
Empowered
Marty Cagan and Chris Jones
Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
**Product Strategy**
The product strategy describes how you plan to accomplish the product vision, while meeting the needs of the business as you go. The strategy starts with focus, then leverages insights, converts these insights into action, and finally manages the work through to completion. We dive into what all this means in chapter 16, “Product Strategy.”
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