Define success before build starts
The first deliverable of every engagement isn't code — it's a one-page success brief. What metric improves? By how much? Measured how? Over what timeframe?
Without this, projects drift. Teams build features instead of outcomes.
Leading vs lagging indicators
Lagging: revenue impact, headcount reallocation, cost savings. Leading: response time, error rate, tasks completed per hour, operator satisfaction.
We track leading indicators weekly during build so we know we're on course before launch.
The 60-day post-launch review
Every project includes a structured review at 60 days. Did we hit the success brief? What broke? What should we iterate? This is where retainer partnerships begin — or where we hand off cleanly.