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.
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