community maturity model with rachel happe

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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Join the conversation on Twitter: #awarenessinc

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The Community Maturity Model

Rachel HappePrincipal & Founder

The Community Roundtable

#awarenessinc @TheCR @rhappe @palladiumxpc

Community is NOT


Community IS


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.


Measurable But Not Direct

Investment

Retu

rn


The Community Discipline Matures

Time

Impa

ct

Phase 1 – Strong

Hierarchy

Phase 2 – Emergent

Community

Phase 3 –Community

Phase 2 –Networked


Community Maturity Model TM

http://www.community-roundtable.com/

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)


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?


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.


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


Community Maturity Model TM

www.community-roundtable.com/awareness

Thank You!




Presenters:Rachel Happe

@rhappeCommunity Roundtable (@TheCR)

Adam Zawel@palladiumXPC

XPC Community Facilitator

Moderator:Mike Lewis

@bostonmikeVP of Marketing, Awareness, Inc.

Questions?

community maturity model with rachel happe

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