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Community Maturity Model with Rachel Happe


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Community Maturity Model with Rachel Happe

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