Date post: | 16-Apr-2017 |
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The Community Maturity Model
Presenters:Rachel Happe
@rhappeCommunity Roundtable (@TheCR)
Adam Zawel@palladiumXPC
XPC Community Facilitator
Moderator:Mike Lewis
@bostonmikeVP of Marketing & Sales, Awareness, Inc.
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© 2009 Awareness CONFIDENTIAL
Proprietary and Confidential4
Proprietary and Confidential5
The Community Maturity Model
Rachel HappePrincipal & Founder
The Community Roundtable
#awarenessinc @TheCR @rhappe @palladiumxpc
Community is NOT
#awarenessinc @TheCR @rhappe @palladiumxpc
#awarenessinc @TheCR @rhappe @palladiumxpc
Community IS
#awarenessinc @TheCR @rhappe @palladiumxpc
#awarenessinc @TheCR @rhappe @palladiumxpc
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
Investment
Retu
rn
#awarenessinc @TheCR @rhappe @palladiumxpc
The Community Discipline Matures
Time
Impa
ct
Phase 1 – Strong
Hierarchy
Phase 2 – Emergent
Community
Phase 3 –Community
Phase 2 –Networked
#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
Technology
Training
Conferences
Certification
The Execution Premium Community (XPC)
#awarenessinc @TheCR @rhappe @palladiumxpc
Phase 2 – Emergent CommunityBenefits• 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
AssociationPrivate Groups
XPC InstituteCertification
OSMPrivate Group
Risk360Private Group
Client PrivateGroups
XPC Neighbors
Industry PrivateGroups
#awarenessinc @TheCR @rhappe @palladiumxpc
Community Maturity Model TM
www.community-roundtable.com/awareness
Thank You!
Proprietary and Confidential24
Presenters:Rachel Happe
@rhappeCommunity Roundtable (@TheCR)
Adam Zawel@palladiumXPC
XPC Community Facilitator
Moderator:Mike Lewis
@bostonmikeVP of Marketing, Awareness, Inc.
Questions?