1. 2e Social Organization Maturity ModelDate : 2012. 06. 05

2. Table of ContentsI. II. III. . 3. I 1. Burning Platform2. Best Practice3. 4. Session 3 (Burning Platform)Social . ., ? 50 4 5. Session 3 Best PracticeSocial Best Practice , , , SocialOrganization . Interactive A .Interactive 20% B= Social OrganizationSNS Know HowC 5 6. Session 3 Social , , Social Organization . Social Organization Best Practice 6 7. 1. 2. 3. 4. 8. Session 3 Social 3,0 . .Marketing 1.0Marketing 2.0 Marketing 3.0 Mind() Heart() Sprit()- - - ( )- - - - , - Brand, - - - 2011 Source : 3.0, Philip Kotler 8 9. Session 3 Social (Activity) . , . (Activity)(Attitude, Aptitude) , Infra 9 10. Session 3 Social (Activity), (Attitude), (Aptitude) . (Activity)(Attitude)(Aptitude) (Strategy) Efficiency Do things(Culture)(Process) (Organization) rightAct Plan Check Do Do the right thingEffectiveness (Technology & Infra) 10 11. Session 3 Social TQM, CMM 5 , , 5 Level . 5 , (Optimized) 4 (Managed) 2 (Defined) 2 / , (Repeatable) 1 . (Ad hoc) Source : (Humphrey) 5 11 12. Session 3 Social 2010 , . 2012 , . Source : Forrester Research, Inc. 20101,000 95 2012 2012 12 13. Session 3 (2eSOMM) Social (Activity), (Attitude), (Aptitude) , 0~5 .2e (2eSOMM) v1.0 Activity AttitudeAptitude 5 5(Optimized) : 4 3 4(Managed) : 2 3(Defined) : 1 2(Repeatable) : 1(Ad hoc) : 13 14. Session 3 Social ML1 : ML2 : ML3 : ML4 : ML5 : , , , VOC , () 1 ( ) 14 15. Session 3 [1/3] Social . () , , (,) , , ? VOC/ VOC , , , , ? , , , (Strategy) ? CEO , , 15 16. Session 3 [2/3] Social () , KPI , KPI ? ? , ? ? ? (R&R), ? Full Time , R&R 16 17. Session 3 [3/3] Social () / ? , ? 17 18. 1. 2. 3. 19. Session 3 Social , , . 123 ( ) Gap ( ) 19 20. Session 3 Social . 4 Full Time 2 0 (SCMS) Weak Points , Strong , Points Source : K ()20 21. Session 3 Social , . (?) !!! , ? (CMO, CIO) ? ?21 22. Session 3 Social , , . , ? ?22 23. Session 3 Social , Contents , . Enterprise (, ) Architecture Management () / Measurement (//, , ) (, , RT ) / Engagement (, , )VOC Call Center API Source : Forrester Research, Inc (2011)23 24. - -