Community Maturity Model with Rachel Happe

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.

Got Questions?
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The Community Maturity Model
Rachel Happe
Principal & Founder
The Community Roundtable
#awarenessinc@TheCR @rhappe @palladiumxpc

Community is NOT

Community IS

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.

Measurable But Not Direct
Return
Investment

The Community Discipline Matures
Phase 2 – Emergent Community
Phase 3 –Community
Phase 2 –Networked
Phase 1 – Strong Hierarchy
Impact
Time

Community Maturity Model TM

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

Palladium XPC: An On-Line Home For Community-Oriented Organization
Consulting
Publications
Conferences
The Execution Premium Community (XPC)
Training
Certification
Technology

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

Palladium XPC
The community must provide value to:
Community Members
Palladium Group
Partners
Key questions for new communities: Is basic membership free?

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

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.

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

Palladium XPC – Our Vision
Industry Private
Groups
Association
Private Groups
Client Private
Groups
Risk360
Private Group
OSM
Private Group
XPC Institute
Certification
XPC Neighbors

Community Maturity Model TM
www.community-roundtable.com/awareness
Thank You!

Questions?
Presenters:
Rachel Happe
@rhappe
Community Roundtable (@TheCR)
Adam Zawel
@palladiumXPC
XPC Community Facilitator
Moderator:
Mike Lewis@bostonmike
VP of Marketing, Awareness, Inc.
24

Community Maturity Model with Rachel Happe

by Mike Lewis on Nov 23, 2009

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Community Maturity Model with Rachel Happe — Presentation Transcript