Just some notes on how to make a Social Media Balanced Scorecard using an IT Balanced Scorecard model from Forrester:
Goal | Forrester’s IT | IT Candidate Metrics |
Alignment | Ensure alignment of IT & the Business | % Projects linked to Business Objectives % IT Budget to new initiatives |
Increase Revenue | Inc revenue of enterprise or BU | Revenues from new products or distribution channels |
Reduce Costs | Reduce through cuts or productivity | % reduction |
Improve Customer Experience | Increase revenue per customer | Customer retention, share of wallet, satisfaction |
Control IT Budget | Manage IT budget | IT Budget vs actual IT Budget as % of actual IT Budget per FTE |
Project ROI | All projects to have financial justification & return value | Sum of all project ROIs |
Manage Risk | Reduce costs associated with risks | Number of security incidents per Q Number of systems covered by security plan |
This provides the format and structure for social media scorecard.