We interviewed and surveyed some of the world’s most advanced companies in social business, and found most invest in four social business requirements– but are still deficient. Advanced companies establish governance, define real-time processes, foster a culture of learning, and organize into a scalable formation. However, despite these investments, even Advanced companies have yet to tie customer data to the product roadmap and into support systems. Furthermore, they continue to struggle with a fragmented technology set and lack standard measurement frameworks.
To become advanced, companies must climb the Social Business Hierarchy of Needs (I’ll be discussing this at the keynote). Learn from where others have succeeded and failed – companies should follow the Social Business Hierarchy of Needs.
We’ve embedded the report below, and I look forward to the discussion live in London on October 19th.