At Intercom, shipping a product is just the beginning, and they strive to deliver outcomes as well as outputs to drive real results for their customers. They aim to balance both customer and business outcomes, delivering high-impact outcomes for both. To achieve this, they frame the outcomes they're aiming to drive upfront, using specific R&D outcomes metrics templates to think through and articulate the results they want to see. They also ship a feature to solve a customer problem, driving certain customer behaviors and impacting business results. The company instruments its product to measure the outcomes it's striving for, tracking specific events of interest along with additional context. They always assume they need to iterate on their products, knowing that they won't get it exactly right for customers or businesses. After shipping, they fight for adoption and usage, defining and measuring core metrics like awareness, intent, activation, adoption, and engagement. Finally, they review outcomes and share their learnings, codifying their conclusions broadly across the company to ensure that delivering tangible value at scale is embedded in their culture.