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Recipe for successful social business The Social Business Maturity Model An Overview

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overview• Goals and Success Criteria• Phases and Maturity Levels• Key Focus Areas• Key Progress Indicators• Summary 2

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Social Business Maturity ModelYou will learn… • What and why Social Business Maturity Model • Defining end goals for social business • Identifying the areas to focus, internally and externally • Activities across phases and maturity levels • Measuring progress through metrics and insightswww.texavi.co.uk 3

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Social Business Maturity ModelAgendaØ The Social Business Maturity Model An overview• Goals and Success Criteria• Phases and Maturity Levels• Key Focus Areas• Key Progress Indicators• Summary 4

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Social Business Maturity ModelSBMM – The recipe for success Internal & external Goals focus and areas success criteria Metrics and insights Successful Social Businesswww.texavi.co.uk 5

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Social Business Maturity ModelSocial business maturity“Building a social business is like a journey. The model supports youthrough-out this journey.” • SBMM provides a guiding framework • Flexible to accommodate changes • Inspired by the structure of CMM (Capability Maturity Model) of SEIwww.texavi.co.uk 6

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Social Business Maturity Modelwww.texavi.co.uk 7

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Social Business Maturity ModelMaturity model, by the numbers 5 -­‐ Phases, gears and maturity levels 4 - Key focus areas per business perspective 3 - types of key progress indicators 2 - views, internal and external to business 1 - model to support the social businesswww.texavi.co.uk 8

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Social Business Maturity ModelBenefits from Maturity Model • Define the goals and success criteria • Determine the right measures for internal and external components, based on the phase in the maturity model • Use the right mix of the platforms and channels • Check progress using the social business metrics and insightswww.texavi.co.uk 9

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overviewØ Goals and Success Criteria• Phases and Maturity Levels• Key Focus Areas• Key Progress Indicators• Summary 10

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Social Business Maturity ModelWhy Social Business GoalsSBMM helps you with the right answers: • What are your goals and success criteria? • In which direction do you need to go? • How are you doing in relation to your goals? • How many resources do you need to invest and in what? • Where do you stand with respect to the other players in the market? • From where you are now, what more do you need to do to reach the goals?www.texavi.co.uk 11

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Social Business Maturity ModelEnd-goals for social businesses Brand Insights People Social Business Goals Experie Habits nces www.texavi.co.uk 12

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Social Business Maturity ModelGoals and Success Criteria The end-game for social businesses is to have a clear focus on: • Brand, not just products and services • People, not just customers and users • Experiences, not just engagement and influence • Habits, not just one time actions • Insights, not just metrics and analyticswww.texavi.co.uk 13

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overview• Goals and Success CriteriaØ Phases and Maturity Levels• Key Focus Areas• Key Progress Indicators• Summary 14

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Social Business Maturity ModelPhases and Maturity Levels • There are five phases in the Maturity Model • Each phase corresponds to a maturity level • Based on the phase and level, the goals, activities, resources and focus would vary • The phases and maturity levels guide you in the journey with milestones and checkpointswww.texavi.co.uk 15

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Social Business Maturity ModelMaturity Model – Phases, Gears and Levels Level 1 Level 2 Level 3 Level 4 Level 5 Informed Initiate Intensify Enabled Optimising Start -up Set-up Step-up Size-up Tune-upwww.texavi.co.uk 16

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overview• Goals and Success Criteria• Phases and Maturity LevelsØ Key Focus Areas• Key Progress Indicators• Summary 17

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Social Business Maturity ModelKey Focus Areas Internal to organisation External to organisation Organisati Messaging People Processes on Focus Activity on Delivery Social Channels Business Media Content Focuswww.texavi.co.uk 18

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Social Business Maturity ModelKey Focus Areas - Internal 1. Organisation Focus Geographies, markets and business areas 2. Processes Operations, capacity and target specifications 3. Delivery platforms & channels Traditional, digital, online, mobile and social 4. Activity on social media Active engagement and investment of resourceswww.texavi.co.uk 19

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Social Business Maturity ModelKey Focus Areas - Internal Maturity Social Organisation Processes Activity on Delivery Level Business Focus Social Platforms & Maturity Media Channels Phase 1. Informed Products & Ad hoc Passive Single - few Start-up Services 2. Initiate Business Units Defined Interested Selected - Set-up many 3. Intensify Organisation Refined Investigating Diversified Step-up 4. Enabled Industry Iterative Participative Distributed Size-up 5. Optimising Brand Established Investing Unified Tune-up !www.texavi.co.uk 20

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Social Business Maturity ModelKey Focus Areas – External 1. People Customers, users, suppliers, followers, friends and fans 2. Content Engaging content and different types of content 3. Business Focus Interactions, transactions and experiences 4. Messaging Persuasive messages from business to peoplewww.texavi.co.uk 21

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Social Business Maturity ModelKey Focus Areas - External Maturity Social People Content Business Messaging Level Business Focus Maturity Phase 1. Informed Find & Consume Selling Interruptive Start-up connect 2. Initiate Follow Share Advertising Interactive Set-up 3. Intensify Interact Curate Transactions Permission- Step-up based 4. Enabled Engage Create Behaviours & Targeted Size-up interactions 5. Optimising Influence Innovate Experiences Contextual & Tune-up & Delight & emotions Personalised !www.texavi.co.uk 22

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overview• Goals and Success Criteria• Phases and Maturity Levels• Key Focus AreasØ Key Progress Indicators• Summary 23

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Social Business Maturity ModelKey Progress Indicators“Measure it to manage it!”The Maturity model has progress indicators to help assess the progressin the social business. • Measures • Metrics and analytics • Qualitative inputs • Social business insights Some of these are dependent on others and are derived from themwww.texavi.co.uk 24

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Social Business Maturity ModelKey Progress Indicators Metrics and analytics Measures and Qualitative numbers inputs Social Business Insightswww.texavi.co.uk 25

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Social Business Maturity ModelSocial business insights • New habits/behaviours created • Habits/Behaviours changed or eliminated • Avg. number of leads from social activities • Value of transactions from social interactions • Total value per Actionwww.texavi.co.uk 26

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Social Business Maturity ModelInsights from analytics and measures Social Social Social Business Analytics Measures Insights No. of followers in network Network reach No.of new followers added per week No. of followers influenced Total value per Influence action Score No. of influencers No.of times content Engagement got shared score No.of Likes, favourites,voteswww.texavi.co.uk 27

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Social Business Maturity ModelAgenda• The Social Business Maturity Model An overview• Goals and Success Criteria• Phases and Maturity Levels• Key Focus Areas• Key Progress IndicatorsØ Summary 28

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Social Business Maturity ModelSummaryWe looked at the following aspects in the social business maturitymodel: • An overview of social business maturity model • End goals and success criteria • Phases and maturity levels • Key focus areas – internal and external to business • Key progress indicators – metrics and insightswww.texavi.co.uk 29

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