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.
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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
Measurable But Not Direct Return Investment #awarenessinc@TheCR @rhappe @palladiumxpc
The Community Discipline Matures Phase 2 – Emergent Community Phase 3 –Community Phase 2 –Networked Phase 1 – Strong Hierarchy Impact Time #awarenessinc@TheCR @rhappe @palladiumxpc
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
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
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
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
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
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
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
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
Community Maturity Model TM www.community-roundtable.com/awareness Thank You!
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