Principles4.4

Organizational Principles

Build relationship-aware teams: hire people who naturally think about user relationships
Create incentive structures that reward relationship quality over traditional metrics
Prioritize profitability to maintain user-focused incentives
Divorce from traditional KPIs that don't measure relationship impact
Create cross-functional "relationship health" teams spanning product, support, and marketing

4.3

Communication Principles

5.1

The Path Forward: Building Products that Matter