In this chapter, Mariné stresses that the foundational step in establishing effective business metrics, or Key Performance Indicators (KPIs), is clearly understanding the client's expectations and the specific product or service being offered.

The conversation addresses common pitfalls in performance measurement, such as managers cascading metrics they do not understand, or reports being so complicated they induce burnout; therefore, she champions a methodology that balances both data and human insights—including conducting workshops and maintaining open communication—to ensure metrics are relevant, actionable, and aligned with organizational priorities. 

The discussion emphasizes that challenges in performance establishing the correct metrics are common across all industries and roles, from corporate to entrepreneurial ventures.