Have some metrics, but don't make it obvious that the org must max this or that metric, or that x level must be reached. If you do that, the genie will find an ironic way for you to reach the targets without satisfying anyone.

Add autonomy and judgement for the managers, along with a battery of metrics that aren't binding.

Everyone will see that it doesn't help to sign up loads of customers while having loads of complaints coming through the helpdesk, or having loads of extra helpdesk staff with no sales. Where the balance goes is judgement.

Success is one of those nebulous things that can't be described sharply, but people often have an idea of how things are going anyway.