The Social Business Scorecard IV, or ROI made easy

Ok then, following on from previous posts on social media scorecard and E2.0 ROI, let’s tie them together, add some other factors and prepare the way to churn out some numbers. Here’s a progress towards a social business balanced scorecard:

Goal	Social Business Activities	Candidate Social Business Metrics
Employee Engagement	Increase employee engagement via genuine dialogue and polyphonic communication channels. Overcome Generational Shift. Discussing!	Employee Satisfaction Surveys, Polls, Feedback from Social Media Channels (% Csat), CSAT on Generation – Y + Millenials + Boomers
Innovation	Increase level of innovation via Innovation Wikis (e.g., Cisco I-Zone), Competitions and ‘wisdom of crowds’ gathering of info activities. Listening!	Number of ideas submitted, number of successful ideas turned into pilots, number of pilots entering the market as new products. Time to market ratios.
Increase Productivity	Increased productivity	% increase, contribution in $/£ per employee
Improve Customer Experience	Increase revenue per customer, increase engagement from the customer, social marketing, brand protection	Customer retention / satisfaction, inputs into marketing process, overall cost of marketing $/£ per $/£ sale. Brand insurance.
Social Engagement	Connections, sociality of employees via Enterprise Social Networks, 2.0 profiles, Tagging across the Enterprise, Expert Locators, Silo Busting	Social Network Analytics, (NodeXL), Measure of Relations, Overcoming Geo/Time barriers with synchronous & asynchronous comms / collaboration = decreased travel budget. ratio of flights/meetings vs online engagement.
Learning	Social Learning, sharing of information, 2.0 Training, e-learning, EMS.	Cost of training, number of courses taken/passed, diversity of learning offerings, Customer satisfaction/CSAT Degree of ‘Knowing what we know’ better.
Sales & Turnover	Social Software as cumulative competitive Advantage. Increased Sales and Turnover + Productivity	Sales figures, sales generated per employee at employee cost (as above inc productivity).

Refs
How to calculate the ROI of E2.0 / Social Business projects
Social Media Balanced Scorecard III
Determining the Value of Social Business ROI: Myths, Facts, and Potentially High Returns
How To Calculate the ROI of Enterprise 2.0
Creating the Social Media Balanced Scorecard, doing the undoable….
The Balanced Scorecard For IT: Value Metrics. Forrester
Measuring Social Media ROI is a pipe dream

2 comments on “The Social Business Scorecard IV, or ROI made easy”

1. Pingback: Tweets that mention The Social Business Scorecard IV, or ROI made easy' #e20 #socbiz -- Topsy.com

2. Pingback: E L S U A ~ A KM Blog Thinking Outside The Inbox by Luis Suarez » Enterprise 2.0 vs. Social Business – The Final 2.0 Transformation

   • russell on December 22, 2010 at 7:27 pm said:

     cheers Luis!

     Reply ↓
3. Castors on December 24, 2010 at 5:30 am said:

   Good score card

   Reply ↓

4. Pingback: Social Business gets seal of approval :: Blog :: Headshift

5. Pingback: ROI et Risques d’un Réseau Social d’Entreprise | WebDeux WebTrois - Usages et Tendances du web X.0