What’s so interesting about KPIs and OKRs is every few years there’s a new framework for metrics, but essentially, they’re always about outcomes. So, what are the desired outcomes? 

We want more customers. 

We want happier customers. 

We want more revenue, more growth, and more market share. 

That's going to keep the bosses happy and their bosses happy. And ultimately, will make investors and Wall Street happy.

The challenge is when we’re down levels from those mega-desired outcomes, we don't feel like we can influence them too much.