Customer value and ROI

The only real test of an Epic: does the customer behave differently, and does it pay back?

01What it's for

At the top of the system sits the customer. Value and ROI are measured where they happen: in usage, conversion, retention, cost to serve, satisfaction.

This evidence flows back to Portfolio Sync and the QBR, where it decides the next investment.

02What it turns into on the old system

Value is equated with delivered scope. ROI is calculated once, in the business case, and customer feedback arrives through a yearly survey.

03How you notice

Nobody can say which Epic moved which customer metric.
Success is declared at release, not after measurement.
Customers see the product only after the full release.

04How to make it work

Give every Epic a leading indicator that is measured in production.

Feed the results into Portfolio Sync and the QBR, and let them change decisions.

Put customers in front of increments early, starting with the MVP.