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Community Maturity Model with Rachel Happe
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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