When demand exceeds capacity, delivery time and error rate may matter more.
When many people buy once but few return, repeat purchases or continued use may become the place where the company's future is decided.
“What is key today may be noise tomorrow.”
The Startup Compass
Imagine that the company wants to shorten the time from payment to the customer's first experienced value.
This matters because otherwise the customer may lose patience, contact support, or leave the product before the value becomes visible.