Healthtech metrics and key performance indicators: From Idea to Impact: Healthtech Startups and Key Performance Indicators

1. What are healthtech startups and why are they important?

The healthcare industry is undergoing a rapid transformation as new technologies emerge and disrupt the traditional models of care delivery. Among these technologies are healthtech startups, which are innovative ventures that leverage digital tools, data, and artificial intelligence to address various health challenges and improve outcomes. Healthtech startups are important for several reasons:

- They offer solutions to unmet or underserved needs in the healthcare sector, such as access, affordability, quality, and efficiency. For example, telemedicine platforms enable remote consultations and diagnosis, reducing the barriers of distance and cost. Digital therapeutics provide personalized and evidence-based interventions for chronic conditions, enhancing patient engagement and adherence. Wearable devices and sensors monitor vital signs and biometrics, enabling early detection and prevention of diseases.

- They create value for various stakeholders in the healthcare ecosystem, such as patients, providers, payers, and policymakers. For example, healthtech startups can improve patient satisfaction and loyalty by offering convenience, choice, and empowerment. They can also reduce costs and improve quality for providers by streamlining workflows, optimizing resources, and enhancing decision making. Moreover, they can generate savings and increase efficiency for payers by reducing claims, fraud, and waste. Furthermore, they can support policy goals and regulations by improving access, equity, and transparency in the healthcare system.

- They drive innovation and growth in the healthcare industry, as well as the broader economy and society. For example, healthtech startups can foster a culture of experimentation and collaboration, attracting talent, capital, and partnerships. They can also create new markets and opportunities, generating revenue, jobs, and social impact. Additionally, they can contribute to the advancement of science and technology, producing new knowledge, discoveries, and breakthroughs.

Given the importance of healthtech startups, it is essential to measure and evaluate their performance and impact. However, this is not a straightforward task, as healthtech startups face unique challenges and complexities that require specific metrics and indicators. In this article, we will explore the key aspects of healthtech metrics and key performance indicators (KPIs), from the idea stage to the impact stage. We will also provide some examples and best practices for selecting and applying healthtech metrics and KPIs. By the end of this article, you will have a better understanding of how to measure and improve your healthtech startup's performance and impact.

2. From idea to impact

One of the most challenging and rewarding aspects of building a healthtech startup is navigating the different stages of the lifecycle, from the initial idea to the final impact. Each stage requires different strategies, skills, and metrics to measure the progress and performance of the venture. In this section, we will explore the main phases of the healthtech startup lifecycle and the key performance indicators (KPIs) that can help founders and investors assess the health and potential of their businesses.

- Idea stage: This is the stage where the founder identifies a problem or opportunity in the healthcare sector and comes up with a solution that leverages technology. The main goal of this stage is to validate the problem-solution fit, which means ensuring that the proposed solution actually solves a real and meaningful problem for a specific target market. Some of the KPIs that can be used to measure the problem-solution fit are:

* customer interviews and surveys: These are qualitative methods to gather feedback from potential customers about their pain points, needs, and expectations. They can help the founder understand the customer persona, the value proposition, and the unique selling proposition of the solution.

* Landing page and email sign-ups: These are quantitative methods to test the demand and interest for the solution among the target market. They can help the founder measure the conversion rate, the bounce rate, and the retention rate of the visitors and subscribers.

* minimum viable product (MVP) and early adopters: These are methods to build and launch a simplified version of the solution that delivers the core value to the customers. They can help the founder measure the customer satisfaction, the product-market fit, and the referral rate of the early adopters.

- Seed stage: This is the stage where the founder develops the mvp into a full-fledged product that can be scaled to a larger market. The main goal of this stage is to validate the product-market fit, which means ensuring that the product meets the needs and expectations of a sizable and profitable market. Some of the KPIs that can be used to measure the product-market fit are:

* monthly recurring revenue (MRR) and annual recurring revenue (ARR): These are metrics that indicate the amount of revenue generated by the product on a monthly and annual basis. They can help the founder measure the growth rate, the churn rate, and the customer lifetime value of the product.

* customer acquisition cost (CAC) and customer lifetime value (LTV): These are metrics that indicate the cost of acquiring a new customer and the value of retaining an existing customer over time. They can help the founder measure the profitability, the efficiency, and the scalability of the product.

* net promoter score (NPS) and customer satisfaction score (CSAT): These are metrics that indicate the level of loyalty and satisfaction of the customers with the product. They can help the founder measure the quality, the usability, and the differentiation of the product.

- Growth stage: This is the stage where the founder expands the product to new markets, segments, and channels. The main goal of this stage is to validate the market expansion fit, which means ensuring that the product can adapt and compete in different and diverse markets. Some of the KPIs that can be used to measure the market expansion fit are:

* market share and penetration rate: These are metrics that indicate the percentage of the total market that the product has captured and reached. They can help the founder measure the competitiveness, the awareness, and the attractiveness of the product.

* customer retention rate and churn rate: These are metrics that indicate the percentage of customers that remain loyal and active with the product and the percentage of customers that stop using the product over time. They can help the founder measure the engagement, the satisfaction, and the loyalty of the product.

* Customer lifetime value (LTV) and customer equity: These are metrics that indicate the value of the entire relationship with a customer and the total value of all the customers of the product. They can help the founder measure the profitability, the sustainability, and the impact of the product.

- Impact stage: This is the stage where the founder evaluates the social and environmental impact of the product on the healthcare sector and the society at large. The main goal of this stage is to validate the impact fit, which means ensuring that the product aligns with the mission and vision of the founder and the stakeholders. Some of the KPIs that can be used to measure the impact fit are:

* social return on investment (SROI) and impact multiple of money (IMM): These are metrics that indicate the social and environmental value created by the product for every dollar invested. They can help the founder measure the effectiveness, the efficiency, and the scalability of the product.

* theory of change and logic model: These are frameworks that describe the causal relationship between the inputs, outputs, outcomes, and impacts of the product. They can help the founder measure the relevance, the coherence, and the attribution of the product.

* Impact assessment and reporting: These are methods to collect and communicate the evidence and the results of the impact of the product. They can help the founder measure the transparency, the accountability, and the credibility of the product.

3. How to define and measure key performance indicators (KPIs) for healthtech startups?

One of the most crucial aspects of building a successful healthtech startup is to define and measure the right metrics and key performance indicators (KPIs) that reflect the value proposition, customer needs, and business goals of the venture. However, this is not a straightforward task, as healthtech startups operate in a complex and highly regulated environment, where multiple stakeholders, such as patients, providers, payers, and regulators, have different expectations and requirements. Moreover, healthtech startups often face challenges such as long development cycles, uncertain market adoption, and ethical and social implications of their innovations. Therefore, it is essential for healthtech entrepreneurs to adopt a systematic and rigorous approach to identify, track, and communicate the metrics and kpis that matter for their specific context and stage of development.

Some of the steps that healthtech startups can follow to define and measure their metrics and KPIs are:

- 1. Align the metrics and KPIs with the problem-solution fit, product-market fit, and business model fit. Depending on the maturity and growth stage of the startup, the metrics and KPIs should focus on different aspects of the value proposition, customer segments, and revenue streams. For example, in the early stages, the metrics and KPIs should validate the problem-solution fit, such as the customer pain points, the solution benefits, and the willingness to pay. In the later stages, the metrics and KPIs should demonstrate the product-market fit, such as the customer acquisition, retention, and satisfaction. Finally, in the scaling stages, the metrics and KPIs should reflect the business model fit, such as the unit economics, profitability, and scalability.

- 2. Choose the metrics and KPIs that are relevant, actionable, and comparable. The metrics and KPIs should be aligned with the specific objectives and hypotheses of the startup, and should provide meaningful and timely feedback that can inform decision making and improvement. Moreover, the metrics and KPIs should be comparable across time, segments, and competitors, and should be benchmarked against industry standards and best practices. For example, a healthtech startup that provides a telemedicine platform could use metrics and KPIs such as the number of active users, the average session duration, the net promoter score, the customer lifetime value, and the customer acquisition cost.

- 3. Collect, analyze, and visualize the data for the metrics and KPIs. The data for the metrics and KPIs should be collected from reliable and valid sources, such as surveys, interviews, experiments, analytics, and third-party platforms. The data should be analyzed using appropriate methods and tools, such as descriptive, inferential, and predictive statistics, machine learning, and artificial intelligence. The data should be visualized using clear and intuitive charts, graphs, dashboards, and reports, that can communicate the insights and trends to the relevant stakeholders, such as the team, the investors, the customers, and the regulators.

- 4. Review, refine, and communicate the metrics and KPIs. The metrics and KPIs should be reviewed and refined regularly, based on the feedback, learning, and changes in the internal and external environment. The metrics and KPIs should be communicated effectively and transparently, using storytelling, narratives, and case studies, that can showcase the impact and value of the startup. For example, a healthtech startup that develops a wearable device for monitoring chronic conditions could use stories and testimonials from real users, who have improved their health outcomes and quality of life, thanks to the device.

By following these steps, healthtech startups can define and measure their metrics and KPIs in a systematic and rigorous way, that can help them achieve their vision and mission, and create positive social and economic impact.

4. Examples of common KPIs for healthtech startups across different stages and domains

Healthtech startups face unique challenges and opportunities in the rapidly evolving healthcare industry. Depending on their stage of development and domain of focus, they need to track and optimize different metrics and key performance indicators (KPIs) to measure their progress, validate their assumptions, and attract investors. In this section, we will explore some common examples of KPIs for healthtech startups across various stages and domains, and how they can help them achieve their goals.

Some of the common stages of healthtech startups are:

1. Idea stage: This is the stage where the startup has a problem to solve, a target market to serve, and a hypothesis to test. The main goal is to validate the problem-solution fit and the product-market fit, and to generate initial traction and feedback. Some of the common KPIs for this stage are:

- Customer interviews: The number and quality of customer interviews conducted to understand the pain points, needs, and preferences of the target market.

- Minimum viable product (MVP): The simplest version of the product that can deliver the core value proposition to the early adopters. The KPIs for the MVP can vary depending on the type and functionality of the product, but some common ones are:

- Usage: The number and frequency of users who use the product and its features.

- Engagement: The level of interaction and satisfaction of the users with the product and its features.

- Retention: The percentage of users who return to use the product over a period of time.

- Feedback: The qualitative and quantitative feedback collected from the users to identify the strengths, weaknesses, and opportunities for improvement of the product.

- Customer acquisition cost (CAC): The average amount of money spent to acquire a new user or customer.

- Customer lifetime value (LTV): The estimated amount of revenue or profit generated by a user or customer over their relationship with the product or service.

- Net promoter score (NPS): The measure of customer loyalty and satisfaction based on the likelihood of recommending the product or service to others.

2. Growth stage: This is the stage where the startup has validated the problem-solution fit and the product-market fit, and is ready to scale up its operations, reach, and revenue. The main goal is to grow the user base, increase the market share, and achieve profitability. Some of the common KPIs for this stage are:

- Revenue: The amount of money generated by the product or service from the users or customers. The revenue can be measured by different models, such as subscription, fee-for-service, advertising, etc.

- Gross margin: The percentage of revenue that is left after deducting the cost of goods sold (COGS), which includes the direct costs of producing or delivering the product or service.

- Churn rate: The percentage of users or customers who stop using the product or service over a period of time.

- Customer satisfaction: The measure of how happy the users or customers are with the product or service and its features. This can be assessed by different methods, such as surveys, ratings, reviews, testimonials, etc.

- Referrals: The number and percentage of users or customers who refer the product or service to others, either organically or through incentives.

- Market share: The percentage of the total market that is captured by the product or service.

3. Maturity stage: This is the stage where the startup has achieved a stable and dominant position in the market, and is looking to sustain its growth, innovation, and competitive advantage. The main goal is to optimize the performance, efficiency, and quality of the product or service, and to explore new opportunities for expansion and diversification. Some of the common KPIs for this stage are:

- Return on investment (ROI): The ratio of the net profit to the total investment made in the product or service. This indicates the effectiveness and efficiency of the product or service in generating value for the startup and its stakeholders.

- customer retention cost (CRC): The average amount of money spent to retain an existing user or customer.

- Customer equity: The total value of the future revenue or profit generated by the users or customers over their lifetime.

- Innovation rate: The measure of how frequently and successfully the product or service introduces new features, improvements, or solutions to meet the changing needs and expectations of the users or customers and the market.

- Market penetration: The percentage of the potential market that is reached by the product or service.

Some of the common domains of healthtech startups are:

- Telehealth: This domain involves the use of digital technologies to deliver health care services and information remotely, such as online consultations, diagnosis, prescriptions, monitoring, education, etc. Some of the common KPIs for this domain are:

- Telehealth visits: The number and frequency of telehealth visits conducted by the users or customers with the health care providers.

- Telehealth outcomes: The measure of the quality and effectiveness of the telehealth visits in terms of clinical, operational, and financial outcomes, such as diagnosis accuracy, treatment adherence, patient satisfaction, cost savings, etc.

- Telehealth adoption: The percentage of the users or customers who use telehealth services as a part of their health care journey.

- Telehealth retention: The percentage of the users or customers who continue to use telehealth services over a period of time.

- Telehealth referrals: The number and percentage of the users or customers who refer telehealth services to others, either organically or through incentives.

- Digital therapeutics: This domain involves the use of software-based interventions to prevent, manage, or treat various medical conditions, such as chronic diseases, mental health, addiction, etc. Some of the common KPIs for this domain are:

- Therapeutic efficacy: The measure of the clinical and behavioral outcomes achieved by the users or customers who use the digital therapeutics, such as symptom reduction, disease progression, quality of life, etc.

- Therapeutic adherence: The percentage of the users or customers who follow the prescribed regimen of the digital therapeutics, such as frequency, duration, dosage, etc.

- Therapeutic engagement: The level of interaction and satisfaction of the users or customers with the digital therapeutics and its features, such as gamification, personalization, feedback, etc.

- Therapeutic retention: The percentage of the users or customers who continue to use the digital therapeutics over a period of time.

- Therapeutic referrals: The number and percentage of the users or customers who refer the digital therapeutics to others, either organically or through incentives.

- Wearables and sensors: This domain involves the use of devices and sensors that can monitor, measure, and transmit various health and wellness data, such as vital signs, activity, sleep, etc. Some of the common KPIs for this domain are:

- Device usage: The number and frequency of users or customers who use the devices and sensors and their features.

- Device accuracy: The measure of the reliability and validity of the data collected and transmitted by the devices and sensors.

- Device integration: The measure of how well the devices and sensors can connect and communicate with other platforms and systems, such as smartphones, apps, cloud, etc.

- Device retention: The percentage of the users or customers who continue to use the devices and sensors over a period of time.

- Device referrals: The number and percentage of the users or customers who refer the devices and sensors to others, either organically or through incentives.

These are some of the examples of common KPIs for healthtech startups across different stages and domains. However, these are not exhaustive or definitive, and each startup may have its own unique and specific KPIs depending on its vision, mission, strategy, and value proposition. The key is to identify and track the most relevant and meaningful KPIs that can help the startup measure its progress, validate its assumptions, and achieve its goals.

5. Best practices and tools for tracking and analyzing healthtech KPIs

To measure the progress and impact of healthtech startups, it is essential to track and analyze the relevant metrics and KPIs that reflect their goals, strategies, and value propositions. However, choosing and defining the right metrics and KPIs can be challenging, as they may vary depending on the stage, sector, and scope of the startup. Moreover, collecting and interpreting the data can be complex and time-consuming, requiring appropriate tools and methods. Therefore, healthtech startups should follow some best practices and use some effective tools for tracking and analyzing their metrics and KPIs. Some of these are:

- Align the metrics and KPIs with the vision, mission, and objectives of the startup. The metrics and KPIs should be relevant, specific, measurable, achievable, realistic, and time-bound (SMART) and should reflect the core values and purpose of the startup. For example, a healthtech startup that aims to improve access to quality healthcare in rural areas may use metrics such as the number of patients served, the satisfaction rate, the cost per patient, and the health outcomes achieved.

- Use a balanced scorecard approach to track and analyze the metrics and kpis. A balanced scorecard is a strategic management tool that helps to monitor and evaluate the performance of a startup across four dimensions: financial, customer, internal, and learning and growth. By using a balanced scorecard, healthtech startups can track and analyze not only the financial results, but also the customer satisfaction, the operational efficiency, and the innovation and improvement of their products and services. For example, a healthtech startup that offers a telemedicine platform may use a balanced scorecard to measure and improve its revenue, retention, quality, and scalability.

- Leverage data visualization and dashboard tools to present and communicate the metrics and KPIs. Data visualization and dashboard tools can help to display the metrics and KPIs in a clear, concise, and interactive way, using charts, graphs, tables, and other visual elements. By using these tools, healthtech startups can easily monitor and compare their performance, identify trends and patterns, and share their insights and achievements with their stakeholders. For example, a healthtech startup that develops a wearable device for monitoring vital signs may use data visualization and dashboard tools to show the real-time data, the historical data, and the alerts and notifications of their users.

6. How to use healthtech KPIs to optimize your product, marketing, and sales strategies?

Healthtech startups face many challenges and opportunities in the rapidly evolving healthcare industry. To succeed, they need to measure and optimize their performance across various aspects of their business, such as product development, marketing, and sales. Key performance indicators (KPIs) are essential tools for tracking and improving these outcomes. However, not all KPIs are equally relevant or useful for healthtech startups. Depending on the stage, market, and goals of the startup, different KPIs may be more or less important. In this section, we will explore how to use healthtech KPIs to optimize your product, marketing, and sales strategies, and how to align them with your overall vision and mission.

Some of the steps you can take to use healthtech KPIs effectively are:

1. Define your value proposition and target market. Before you can choose and measure your KPIs, you need to have a clear understanding of what problem you are solving, who you are solving it for, and how you are different from your competitors. This will help you identify the most relevant and impactful KPIs for your product, marketing, and sales. For example, if your value proposition is to provide personalized and preventive care for chronic patients, you may want to focus on KPIs such as patient engagement, retention, satisfaction, and health outcomes.

2. Select your key healthtech KPIs based on your stage and goals. Healthtech startups can be categorized into different stages, such as ideation, validation, growth, and scale. Each stage has different objectives and challenges, and therefore requires different KPIs. For example, in the ideation stage, you may want to focus on KPIs such as customer discovery, problem-solution fit, and minimum viable product (MVP) feedback. In the validation stage, you may want to focus on kpis such as product-market fit, customer acquisition cost (CAC), and lifetime value (LTV). In the growth stage, you may want to focus on KPIs such as revenue, churn, and referral rate. In the scale stage, you may want to focus on kpis such as market share, profitability, and net promoter score (NPS).

3. collect and analyze your healthtech KPI data. Once you have selected your key healthtech KPIs, you need to collect and analyze the data that supports them. You can use various tools and methods to do this, such as surveys, interviews, analytics, experiments, and dashboards. You should aim to collect both quantitative and qualitative data, and use both descriptive and predictive analytics. You should also ensure that your data is accurate, reliable, and consistent. For example, if you are measuring patient satisfaction, you may want to use a standardized survey tool such as the Patient Satisfaction Questionnaire (PSQ), and collect data from a representative sample of your patients at regular intervals.

4. Use your healthtech KPI insights to optimize your product, marketing, and sales strategies. The ultimate purpose of measuring your healthtech KPIs is to use the insights you gain to improve your product, marketing, and sales strategies. You should use your KPI data to identify your strengths, weaknesses, opportunities, and threats, and to test and validate your assumptions and hypotheses. You should also use your KPI data to set SMART (specific, measurable, achievable, relevant, and time-bound) goals and action plans, and to track and evaluate your progress and performance. For example, if you find that your patient retention rate is low, you may want to investigate the reasons behind it, and implement strategies such as improving your product features, offering incentives, or creating loyalty programs.

7. How to communicate and present your healthtech KPIs to stakeholders and investors?

One of the most crucial aspects of building a successful healthtech startup is to communicate and present your key performance indicators (KPIs) to your stakeholders and investors. KPIs are measurable values that show how well you are achieving your strategic goals and objectives. They help you track your progress, identify your strengths and weaknesses, and demonstrate your value proposition and impact. However, not all KPIs are created equal. Depending on your stage of development, your target market, your product or service, and your industry, you may need to focus on different types of KPIs and present them in different ways. Here are some tips and best practices on how to communicate and present your healthtech KPIs effectively:

- 1. Know your audience and tailor your message accordingly. Different stakeholders and investors may have different expectations and interests when it comes to your KPIs. For example, a potential customer may want to see how your product or service can solve their pain points and improve their outcomes, while a potential investor may want to see how your business model can generate revenue and growth. Therefore, you need to understand your audience's needs and preferences and craft your message accordingly. For example, you can use storytelling techniques to illustrate how your product or service can make a difference in people's lives, or you can use data visualization tools to highlight your key metrics and trends.

- 2. Choose the right KPIs and metrics for your stage and industry. Not all KPIs and metrics are relevant or meaningful for your stage of development and industry. For example, if you are in the early stage of validating your product-market fit, you may want to focus on KPIs and metrics that measure your customer acquisition, retention, engagement, and satisfaction, such as customer lifetime value (CLV), net promoter score (NPS), churn rate, and customer feedback. On the other hand, if you are in the later stage of scaling your business, you may want to focus on KPIs and metrics that measure your financial performance, growth, and efficiency, such as revenue, gross margin, customer acquisition cost (CAC), return on investment (ROI), and burn rate. Additionally, you may need to consider the specific KPIs and metrics that are relevant for your industry and niche. For example, if you are in the telehealth sector, you may want to measure your patient outcomes, quality of care, and compliance, while if you are in the digital health sector, you may want to measure your user adoption, engagement, and retention.

- 3. Provide context and benchmarks for your KPIs and metrics. Simply presenting your KPIs and metrics without any context or comparison may not be enough to convince your stakeholders and investors of your value and potential. You need to provide some background and explanation for your KPIs and metrics, such as how you define them, how you collect and analyze them, how they align with your goals and objectives, and how they have changed over time. Moreover, you need to provide some benchmarks and references for your KPIs and metrics, such as how they compare with your competitors, industry standards, or best practices. This way, you can show how you stand out from the crowd and how you can improve and grow further. For example, you can say that your NPS is 50% higher than the industry average, or that your CAC has decreased by 30% in the last quarter.

8. How to leverage healthtech KPIs to achieve your vision and mission?

As a healthtech startup, you have a unique opportunity to make a positive impact on the health and well-being of millions of people. However, to achieve your vision and mission, you need to measure and optimize your performance using relevant and reliable metrics and key performance indicators (KPIs). In this article, we have discussed the different types of healthtech metrics and KPIs, how to choose the right ones for your stage and goals, and how to use them to track and improve your progress. In this final section, we will summarize how to leverage healthtech KPIs to achieve your vision and mission.

- Align your KPIs with your vision and mission. Your vision and mission are the guiding principles of your healthtech startup. They define your purpose, your values, and your long-term aspirations. Your KPIs should reflect and support your vision and mission, and help you communicate them to your stakeholders. For example, if your vision is to improve access to quality healthcare for underserved populations, your KPIs could include the number of patients served, the satisfaction rate, the health outcomes, and the cost savings.

- Use your kpis to set and monitor your objectives and key results (OKRs). OKRs are a popular framework for setting and achieving goals in a measurable and transparent way. OKRs consist of two components: an objective, which is a qualitative statement of what you want to accomplish, and one or more key results, which are quantitative indicators of how you will measure your progress towards the objective. Your KPIs can serve as your key results, or as inputs to calculate them. For example, if your objective is to increase your market share in a specific region, your key results could include the number of new customers, the revenue growth, and the retention rate.

- Use your KPIs to identify and prioritize your key actions and initiatives. Your KPIs can help you determine what actions and initiatives are most effective and efficient in achieving your OKRs. By analyzing your KPIs, you can identify the gaps and opportunities in your performance, and prioritize the areas that need improvement or innovation. For example, if your KPIs show that your customer acquisition cost is too high, you can focus on optimizing your marketing and sales strategies, or exploring new channels and partnerships.

- Use your KPIs to evaluate and iterate your product and service. Your KPIs can help you assess the value and impact of your product and service, and how they meet the needs and expectations of your customers and users. By collecting and analyzing feedback from your KPIs, you can learn what works and what doesn't, and make data-driven decisions to improve your product and service. For example, if your KPIs show that your user engagement is low, you can test and implement new features, design, or content to increase user retention and loyalty.

- Use your KPIs to celebrate and communicate your achievements and challenges. Your KPIs can help you recognize and celebrate your achievements and milestones, and acknowledge and address your challenges and failures. By sharing your KPIs with your team, your investors, your customers, and your partners, you can foster a culture of transparency, accountability, and collaboration, and build trust and credibility. For example, if your KPIs show that you have reached a significant number of users, you can celebrate with your team, thank your customers, and update your investors.

By leveraging healthtech KPIs to achieve your vision and mission, you can ensure that your healthtech startup is on the right track to make a difference in the world. Remember, your KPIs are not just numbers, they are stories that tell how you are creating value and impact for your customers, your users, and your society. Use them wisely and effectively, and you will be able to achieve your vision and mission.

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