“What gets measured, gets managed.”— Peter Drucker Great products and great marketing attract customers. However, no matter how good a product is, the journey of the customer is often full of hiccups and misunderstandings. Customer support must then help the user — to keep them using the product, to retain them as a paying customer, and to encourage them to become evangelists for the product. This is especially true for competitive markets, products with significant onboarding commitments, and…