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Community Maturity Model with Rachel Happe

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  • Having people discuss your strengths and weakness is the new daily reality of business. Your company is becoming more exposed. Today we will talk about what that means – and how you can not only deal with that environment but thrive in it and embrace the barrel.
  • Ciena/EDR
  • EMC,SolarWinds
  • SAP
  • Transcript

    • 1. The Community
      Maturity Model
      Presenters:
      Rachel Happe
      @rhappe
      Community Roundtable (@TheCR)
      Adam Zawel
      @palladiumXPC
      XPC Community Facilitator
      Moderator:
      Mike Lewis@bostonmike
      VP of Marketing & Sales, Awareness, Inc.
    • 2. Got Questions?
      Contact Webex Customer Support
      Join the conversation on Twitter: #awarenessinc
    • 3. © 2009 Awareness CONFIDENTIAL
    • 4. Proprietary and Confidential
      4
    • 5. Proprietary and Confidential
      5
    • 6. The Community Maturity Model
      Rachel Happe
      Principal & Founder
      The Community Roundtable
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 7. Community is NOT
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 8. #awarenessinc@TheCR @rhappe @palladiumxpc
    • 9. Community IS
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 10. #awarenessinc@TheCR @rhappe @palladiumxpc
    • 11. Palladium Group’s Execution Premium Community - XPC
      XPC is
      A high-impact community of strategy and performance management practitioners
      brought to you by Palladium, the global leader in helping organizations execute their strategies by making better decisions
      Community Members Can:
      Access thought leaders and collaborate with peers to solve critical strategic and performance management challenges.
      Exchange best practices and stay current with the largest and most up-to-date knowledge from Palladium Group, Drs. Kaplan and Norton, and thousands of leading practitioners around the world.
      Transform their business with on-line services, such as the "Solution Center," "Ask the Expert," "Benchmarking Center," and private groups tailored to their needs.
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 12. Measurable But Not Direct
      Return
      Investment
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 13. The Community Discipline Matures
      Phase 2 – Emergent Community
      Phase 3 –Community
      Phase 2 –Networked
      Phase 1 – Strong Hierarchy
      Impact
      Time
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 14. Community Maturity Model TM
    • 15. Phase 1 – Strong Hierarchy
      Benefits
      Frustration with siloed information & decision making bottlenecks
      Focus on streamlining customer experience
      Motivation to change, both by individuals and management
      Risks
      Cultural issues that inhibit change or experimentation
      Lack of understanding of what is realistic
      Likelihood that some experimentation will falter or fail
      FOCUS: Strategy & Culture
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 16. Palladium XPC: An On-Line Home For Community-Oriented Organization
      Consulting
      Publications
      Conferences
      The Execution Premium Community (XPC)
      Training
      Certification
      Technology
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 17. Phase 2 – Emergent Community
      Benefits
      Early participants are excited by initial successes
      Some individuals can ‘see’ the future state and become evangelists
      More people are aware of the new model and tools
      Risks
      Impatience to see hard evidence and ROI at scale
      Inconsistent or unarticulated expectations of initiatives and resources assigned to them
      Policies are not clear, participants are confused
      FOCUS: Policies, Tools & Content
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 18. Palladium XPC
      The community must provide value to:
      Community Members
      Palladium Group
      Partners
      Key questions for new communities: Is basic membership free?
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 19. Phase 3 – Community
      Benefits
      Pay offs realized for the business process the community supports
      Company has a network of advocates that help with marketing, support, and communications
      Employees, functional leaders, & customer understand the role of the community
      Risks
      Community management de-prioritized because community is ‘successful’
      Community is still separate from core operations & measurement
      Management understanding concentrated with too few individuals
      FOCUS: Community Management & Measurement
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 20. Palladium XPC
      The community is in a support role for other units.
      Trusted relationships with customers yields additional consulting business
      Community drives members to in-person events
      Challenge for complex organizations: Identifying the business processes and products most suitable for community support.
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 21. Phase 4 – Networked
      Benefits
      Networked business structure enables organization to be the ‘market maker’ for their industry
      Partners get a high percentage of their revenue through community activities
      Company has early warning indicators for all market activity
      Risks
      Requires strategic, long-range vision of top executives
      Organization can be controlled by its community without strong community management
      Tone of engagement becomes critical as it has more perceived power
      FOCUS: Leadership
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 22. Palladium XPC – Our Vision
      Industry Private
      Groups
      Association
      Private Groups
      Client Private
      Groups
      Risk360
      Private Group
      OSM
      Private Group
      XPC Institute
      Certification
      XPC Neighbors
      #awarenessinc@TheCR @rhappe @palladiumxpc
    • 23. Community Maturity Model TM
      www.community-roundtable.com/awareness
      Thank You!
    • 24. Proprietary and Confidential
      Questions?
      Presenters:
      Rachel Happe
      @rhappe
      Community Roundtable (@TheCR)
      Adam Zawel
      @palladiumXPC
      XPC Community Facilitator
      Moderator:
      Mike Lewis@bostonmike
      VP of Marketing, Awareness, Inc.
      24

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