Four Steps to Social Nirvana

Last night I was on Twitter and read this fantastic blog from Social Media Today http://goo.gl/fb/VbAtm  A very good step by step guide to create a successful social media strategy and put that into action. I have my own three steps towards social Nirvana.

Step 1: It’s important to be present on this Media: Is there a choice? Forrester considers “Social CRM” as one of the Top 10 trends for 2011. Organizations need to plan, evaluate and implement these channels as a part of the overall CRM strategy. Organizations need to be serious about this initiative and be responsive to the typical demands of these new channels. There are three types of Organizations in the Social Space:

  1. Organizations actively involved and using Social Media to support multiple customer engagement objectives (Listening, Talking, Energizing, Supporting and Embracing).
  2. Organizations just using the medium for a subset of the above objectives
  3. Organizations have joined the bandwagon without much thought and are now either Dormant or Dead

Organizations need to aim to support multiple customer engagement objectives after doing a due diligence of their typical Business ecosystem.

Step 2: Get used to the chaos of the social media: The space is Messy. There is no Order. At present there is lot of churning and eventually there will be Order as an output. Organizations need to be aware of this fact and plan their move accordingly. There cannot be a strategy cutting across multiple years, without any mechanism to evaluate and provide input based on the changes in the environment. What organizations can do is to create a strategy that is evolving with tollgate criteria to evaluate the strategy on a regular basis.

Step 3: Imbibe the culture across your Organization: The concept should be all pervasive. Organizations need to adopt this as a habit and should make this as a DNA. Do not expect to climb the maturity curve without internal adoption of the concept. This will also help organizations gather internal feedback where by refining the strategy further.  

Step 4: Look for an Elastic Platform: Expect the unexpected is somewhat normal in the social space. Organizations should therefore look for a platform that can scale up and down based on the need. The idea is to implement the strategy on such a platform that can provide the length and breadth of services across various social channels and help to collaborate effectively.

Add to this list and let me know what you think it takes to get this right.

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