Model Overview Report

Introducing The Forrester Social Operations Model

January 1st, 2018


B2B organizations that lack defined social operations often face challenges in social media alignment, governance and measurement. As the business impact of social media expands, an organization must provide a social operations structure and process. The Social Operations Model includes four foundational elements and five operational stages.

To maintain a strong social media presence for a B2B organization, the social operations team is responsible for managing the organization’s forays across multiple social media platforms. A well-designed social operations hub centralizes key responsibilities while allowing scalability across the organization, increasing brand engagement and reducing brand risk. In this report, we introduce the Forrester Social Operations Model, which supports a structured approach to creating a high-performing social operations function.

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