For Interactive Marketing Professionals

Accelerate Your Social Maturity

Assessment: The Social Marketing Playbook

Why Read This Report

Customers and employees are becoming increasingly empowered by social technologies, dramatically changing the way they communicate and collaborate. To succeed in this new world, companies must make fundamental changes to resources, skills, tools, processes, and culture. Forrester calls this process of change "social maturity," and it consists of five stages: 1) dormant; 2) testing; 3) coordinating; 4) scaling and optimizing; and 5) empowering the workforce. To help accelerate the company's social maturity journey, interactive marketers should act as "shepherds" — coordinating across functions and demonstrating to senior executives the benefits of social tools. This report is Forrester's assessment tool for interactive marketers working on social marketing. It is an update to "Accelerating Your Social Maturity" originally published June 2, 2011.

Keywords: social marketing, marketing measurement, social media, customer experience
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  • An Empowered Organization Requires Social Maturity
  • Introducing Forrester's Social Maturity Model

    Interactive Marketers Must Embrace The Role Of Shepherd
  • Supplemental Material
  • Related Research Documents


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