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the social business roadmap
                                                                                                                         stage 5
                                                                                                                     fully engaged
                                                                                         stage 4
                                                                                       real results
                                                                                                                 customers are part of the
                                                               stage 3                                           extended workforce of the
                                     stage 2                 operational                                                company
        stage 1
                                  experimental                                  customer lifecycle integration
      traditional
                                                                                business system integration       social is infused across
                                                           brand community                                          the entire customer
                                                                                  central data and analytics
                                      facebook page                                                                      experience
                                                              social hub
       listening               twitter response center
                                                         gamification systems
                                      corporate blogs

measurement
    share of voice                       followers       customer engagement            revenue uplift           competitive differentiation
  customer sentiment                       fans             organic traffic            call deflection                  share price
    press mentions                         likes            word of mouth             customer loyalty
                       confidential
                                                                                     net promoter score

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Social Maturity Model by @lithiumtech

  • 1. the social business roadmap stage 5 fully engaged stage 4 real results customers are part of the stage 3 extended workforce of the stage 2 operational company stage 1 experimental customer lifecycle integration traditional business system integration social is infused across brand community the entire customer central data and analytics facebook page experience social hub listening twitter response center gamification systems corporate blogs measurement share of voice followers customer engagement revenue uplift competitive differentiation customer sentiment fans organic traffic call deflection share price press mentions likes word of mouth customer loyalty confidential net promoter score

Editor's Notes

  1. Stage 3: first time we see executive sponsors get involvedBut find that it is not scalable to try to deal with all of the customers 1-on-1