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We’ve Built The Scoreboard, But Forgotten The Game.

The piece warns that organizations have swapped mission‑driven outcomes for vanity metrics, allowing dashboards to dictate behavior across marketing, sales and service. It illustrates how activity‑focused KPIs—MQLs, call counts, ticket closures—inflate effort while genuine customer value and win rates decline. Citing Goodhart’s Law, the author argues that once a measure becomes a target, it ceases to reflect reality, turning metrics into excuses rather than diagnostics. The call to action is to re‑anchor measurement to true business outcomes and restore judgment‑driven decision‑making.