Social Business Strategy Map
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For social business to be a valuable strategic initiative it needs to support your business goals and objectives. This (revised) Social Business Strategy Map uses the Balanced Scorecard approach to help organizations define a strategic framework and determine the value for Social Business within their organization. It is a template that can be customized or you can work with Leader Networks to help develop the best approach for your organization.
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Social Business Strategy Map
- 1. www.leadernetworks.com 1 SOCIAL BUSINESS STRATEGY MAP: A Step Towards Alignment and Growth Financial SHAREHOLDER VALUE What do shareholders expect? Customers CUSTOMERS’ VALUE PROPOSITION What do our customers value? Internal Process SOCIAL BUSINESS STRATEGY VALUE CHAIN: DEVELOP TO DELIVERY • Identify social business goals & align with business strategy • Tap into audience insights • Establish an implementation plan Learn & Growth SOCIAL BUSINESS STRATEGY VALUE CHAIN: DEVELOP TO DELIVERY What people/environment must we have to achieve our objectives? Learn/explore latest social business applications and trends Train people on social business and develop expert practitioners and community managers Retain and attract high performance people Educate senior management and develop social business “champions’ Establish incentive structure to transfer culture to new model for social business Improve shareholder value through scale and efficiencies Create sustained revenue growth though continuous innovation Improved customer journey Get continuous current product/service information Be a part of co-creation/innovation Assess • Identify social business goals • Align with business strategy • Assess organizational readiness • Validate business needs with stakeholders • Understand existing social tools in use Social Business Goals Plan/Innovate • Identify audience segments and personas • Develop a customer experience roadmap • Listen and understand audience needs and digital behaviors Prod/Svcs Design & Insight Implement • Select pilot test opportunities • Identify or acquire social tools • Determine staff, functional, and organizational requirements • Leverage social business to impact core operations Implementation Plan Govern, Measure, & Refine • Capture lessons learned and share across departments • Review social media policies and trainings to fill potential gaps • Identify meaningful business and engagement metrics • Monitor measures and report impact to senior management • Link to core business processes • Seek scale and efficiencies Execute & Manage
- 2. www.leadernetworks.com 2 SOCIAL BUSINESS STRATEGY MAP: A Step Towards Alignment and Growth Financial SHAREHOLDER VALUE What do shareholders expect? Customers CUSTOMERS’ VALUE PROPOSITION What do our customers value? Internal Process SOCIAL BUSINESS STRATEGY VALUE CHAIN: DEVELOP TO DELIVERY • Identify social business goals & align with business strategy • Tap into audience insights • Establish an implementation plan Learn & Growth SOCIAL BUSINESS STRATEGY VALUE CHAIN: DEVELOP TO DELIVERY What people/environment must we have to achieve our objectives? Learn/explore latest social business applications and trends Train people on social business and develop expert practitioners and community managers Retain and attract high performance people Educate senior management and develop social business “champions’ Establish incentive structure to transfer culture to new model for social business Improve shareholder value through scale and efficiencies Create sustained revenue growth though continuous innovation Improved customer journey Get continuous current product/service information Be a part of co-creation/innovation Assess • Identify social business goals • Align with business strategy • Assess organizational readiness • Validate business needs with stakeholders • Understand existing social tools in use Social Business Goals Plan/Innovate • Identify audience segments and personas • Develop a customer experience roadmap • Listen and understand audience needs and digital behaviors Prod/Svcs Design & Insight Implement • Select pilot test opportunities • Identify or acquire social tools • Determine staff, functional, and organizational requirements • Leverage social business to impact core operations Implementation Plan Govern, Measure, & Refine • Capture lessons learned and share across departments • Review social media policies and trainings to fill potential gaps • Identify meaningful business and engagement metrics • Monitor measures and report impact to senior management • Link to core business processes • Seek scale and efficiencies Execute & Manage