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Glossary·
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ROI (return on investment)
What the product returns against what it cost — revenue gained, hours saved, errors avoided — measured against a baseline recorded before the work started.
Why it matters
Internal tools and automation are usually funded on a payback argument, and the argument fails at review time if nobody measured the "before".
How we approach it
We ask what will be measured and record the baseline during discovery. If a project cannot name the number it should move, that is worth discussing before the budget is committed.
