The metric replaced the outcome.
- “Dashboard says 200 conversions. Sales says 12 qualified leads.”
- “Optimization Score is 95%. Pipeline is flat.”
- “We're hitting all our KPIs. Revenue isn't moving.”
A number that was supposed to represent business success becomes the thing being optimized. The dashboard improves. The business result drifts away. The system is working exactly as configured, toward the wrong target.
What is the account actually optimizing for, and does that have a documented relationship to revenue?