This presentation is an overview of Texavi's Social Business Maturity Model. It touches upon the goals, phases, maturity levels, key focus areas and metrics in building the social business.

1. Recipe for successful social business
The Social Business Maturity Model
An Overview

2. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
• Goals and Success Criteria
• Phases and Maturity Levels
• Key Focus Areas
• Key Progress Indicators
• Summary
2

3. Social Business Maturity Model
You will learn…
• What and why Social Business Maturity Model
• Defining end goals for social business
• Identifying the areas to focus, internally and externally
• Activities across phases and maturity levels
• Measuring progress through metrics and insights
www.texavi.co.uk
3

4. Social Business Maturity Model
Agenda
Ø The Social Business Maturity Model
An overview
• Goals and Success Criteria
• Phases and Maturity Levels
• Key Focus Areas
• Key Progress Indicators
• Summary
4

5. Social Business Maturity Model
SBMM – The recipe for success
Internal &
external
Goals focus
and areas
success
criteria
Metrics
and
insights
Successful Social Business
www.texavi.co.uk
5

6. Social Business Maturity Model
Social business maturity
“Building a social business is like a journey. The model supports you
through-out this journey.”
• SBMM provides a guiding framework
• Flexible to accommodate changes
• Inspired by the structure of CMM (Capability Maturity Model) of
SEI
www.texavi.co.uk
6

7. Social Business Maturity Model
www.texavi.co.uk
7

8. Social Business Maturity Model
Maturity model, by the numbers
5
-­‐
Phases, gears and maturity levels
4 - Key focus areas per business perspective
3 - types of key progress indicators
2 - views, internal and external to business
1 - model to support the social business
www.texavi.co.uk
8

9. Social Business Maturity Model
Benefits from Maturity Model
• Define the goals and success criteria
• Determine the right measures for internal and external
components, based on the phase in the maturity model
• Use the right mix of the platforms and channels
• Check progress using the social business metrics and insights
www.texavi.co.uk
9

10. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
Ø Goals and Success Criteria
• Phases and Maturity Levels
• Key Focus Areas
• Key Progress Indicators
• Summary
10

11. Social Business Maturity Model
Why Social Business Goals
SBMM helps you with the right answers:
• What are your goals and success criteria?
• In which direction do you need to go?
• How are you doing in relation to your goals?
• How many resources do you need to invest and in what?
• Where do you stand with respect to the other players in the
market?
• From where you are now, what more do you need to do to
reach the goals?
www.texavi.co.uk
11

12. Social Business Maturity Model
End-goals for social businesses
Brand
Insights
People
Social
Business
Goals
Experie
Habits
nces
www.texavi.co.uk
12

13. Social Business Maturity Model
Goals and Success Criteria
The end-game for social businesses is to have a clear focus on:
• Brand, not just products and services
• People, not just customers and users
• Experiences, not just engagement and influence
• Habits, not just one time actions
• Insights, not just metrics and analytics
www.texavi.co.uk
13

14. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
• Goals and Success Criteria
Ø Phases and Maturity Levels
• Key Focus Areas
• Key Progress Indicators
• Summary
14

15. Social Business Maturity Model
Phases and Maturity Levels
• There are five phases in the Maturity Model
• Each phase corresponds to a maturity level
• Based on the phase and level, the goals, activities, resources
and focus would vary
• The phases and maturity levels guide you in the journey with
milestones and checkpoints
www.texavi.co.uk
15

16. Social Business Maturity Model
Maturity Model – Phases, Gears and Levels
Level 1 Level 2 Level 3 Level 4 Level 5
Informed Initiate Intensify Enabled Optimising
Start -up Set-up Step-up Size-up Tune-up
www.texavi.co.uk
16

17. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
• Goals and Success Criteria
• Phases and Maturity Levels
Ø Key Focus Areas
• Key Progress Indicators
• Summary
17

18. Social Business Maturity Model
Key Focus Areas
Internal to organisation External to organisation
Organisati Messaging People
Processes
on Focus
Activity on
Delivery
Social
Channels Business
Media Content
Focus
www.texavi.co.uk
18

19. Social Business Maturity Model
Key Focus Areas - Internal
1. Organisation Focus
Geographies, markets and business areas
2. Processes
Operations, capacity and target specifications
3. Delivery platforms & channels
Traditional, digital, online, mobile and social
4. Activity on social media
Active engagement and investment of resources
www.texavi.co.uk
19

20. Social Business Maturity Model
Key Focus Areas - Internal
Maturity Social Organisation Processes Activity on Delivery
Level Business Focus Social Platforms &
Maturity Media Channels
Phase
1. Informed Products & Ad hoc Passive Single - few
Start-up Services
2. Initiate Business Units Defined Interested Selected -
Set-up many
3. Intensify Organisation Refined Investigating Diversified
Step-up
4. Enabled Industry Iterative Participative Distributed
Size-up
5. Optimising Brand Established Investing Unified
Tune-up
!
www.texavi.co.uk
20

21. Social Business Maturity Model
Key Focus Areas – External
1. People
Customers, users, suppliers, followers, friends and fans
2. Content
Engaging content and different types of content
3. Business Focus
Interactions, transactions and experiences
4. Messaging
Persuasive messages from business to people
www.texavi.co.uk
21

22. Social Business Maturity Model
Key Focus Areas - External
Maturity Social People Content Business Messaging
Level Business Focus
Maturity
Phase
1. Informed Find & Consume Selling Interruptive
Start-up connect
2. Initiate Follow Share Advertising Interactive
Set-up
3. Intensify Interact Curate Transactions Permission-
Step-up based
4. Enabled Engage Create Behaviours & Targeted
Size-up interactions
5. Optimising Influence Innovate Experiences Contextual &
Tune-up & Delight & emotions Personalised
!
www.texavi.co.uk
22

23. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
• Goals and Success Criteria
• Phases and Maturity Levels
• Key Focus Areas
Ø Key Progress Indicators
• Summary
23

24. Social Business Maturity Model
Key Progress Indicators
“Measure it to manage it!”
The Maturity model has progress indicators to help assess the progress
in the social business.
• Measures
• Metrics and analytics
• Qualitative inputs
• Social business insights
Some of these are dependent on others and are derived from them
www.texavi.co.uk
24

25. Social Business Maturity Model
Key Progress Indicators
Metrics and
analytics
Measures and Qualitative
numbers inputs
Social
Business
Insights
www.texavi.co.uk
25

26. Social Business Maturity Model
Social business insights
• New habits/behaviours created
• Habits/Behaviours changed or eliminated
• Avg. number of leads from social activities
• Value of transactions from social interactions
• Total value per Action
www.texavi.co.uk
26

27. Social Business Maturity Model
Insights from analytics and measures
Social Social Social
Business Analytics Measures
Insights No. of followers
in network
Network reach
No.of new
followers added
per week
No. of followers
influenced
Total value per Influence
action Score
No. of
influencers
No.of times content
Engagement got shared
score
No.of Likes,
favourites,votes
www.texavi.co.uk
27

28. Social Business Maturity Model
Agenda
• The Social Business Maturity Model
An overview
• Goals and Success Criteria
• Phases and Maturity Levels
• Key Focus Areas
• Key Progress Indicators
Ø Summary
28

29. Social Business Maturity Model
Summary
We looked at the following aspects in the social business maturity
model:
• An overview of social business maturity model
• End goals and success criteria
• Phases and maturity levels
• Key focus areas – internal and external to business
• Key progress indicators – metrics and insights
www.texavi.co.uk
29

30. Thank You!
Thank You! CONNECT WITH TEXAVI
www.texavi.co.uk
www.facebook.com/texavi
Texavi Innovative Solutions
The new age people for new age solutions! Twitter @pardhas
Consulting | Training | Solutions LinkedIn Texavi
Blog www.texavi.com/blog
UK INDIA
Texavi Innovative Solutions (UK) Ltd Texavi Innovative Solutions pvt. Ltd.
36 Glebe Road B-1201, Building No.7
Finchley Kukreja Complex, L.B.S.Marg
London N3 2AX Bhandup(west), Mumbai
India - 400078
Mobile: +44 (0) 7857 258341
Call: +44 (01375) 768601 Call: +91 (0) 98190 23011
Email: connect@texavi.co.uk Email: connect@texavi.com