Align Channel Value with Maturity Scores
Learning Objectives
After completing this unit, you’ll be able to:
- Define the five stages of the Slack Maturity Framework.
- Explain how channel adoption influences a client’s internal and external collaboration maturity scores.
- Identify the key metrics and sponsorship levels required to progress through the maturity framework.
Understand Slack Value with the Maturity Score
To best identify the right channel solutions for a client, you need to understand the client’s status in the Slack Maturity Framework. No matter how mature your client’s use of channels is today, you should be prepared to recommend how they can use channels to get more out of Slack. While every client’s needs are unique, you can consider layering on channel solutions as they increase their maturity with Slack.
Aligning to a data-driven customer maturity framework ensures the entire Slack organization acknowledges and supports your customer’s ability to maximize ROI. The Slack Maturity Framework organizes invoice customers across five maturity stages and outlines a customer’s journey to maximize their return on investment (ROI) from Slack.
There are three categories of the Slack Maturity Framework.
- Utilization: How much the customer uses of what they purchased
- Maturity score: How much of Slack the customers uses
- Success factors: The foundational criteria in place for overall customer success
High-value collaboration in channels creates a better return on investment with Slack. When clients increase their usage of channels, their maturity score rises and the organization advances through the maturity stages.
Measure Success with Maturity Scores
To help your clients climb the maturity ladder, you first need to understand the three core metrics that determine their progress.
Each stage of the framework is defined by the following scores.
- User Engagement Score: This score measures how frequently and consistently users work in Slack. It’s calculated by daily active users and messages sent.
- Internal Collaboration Score: This score measures the shift from private silos to transparent teamwork. It’s calculated by the ratio of public channel messages to direct messages.
- External Collaboration Score: This score measures how well the organization connects with its broader ecosystem. It’s calculated by the volume of work happening in Slack Connect channels.
Explore Slack Maturity Stages
Use this framework to identify where your client stands today and what they need to reach the next level.
Stage | User Engagement Score | Internal Collaboration Score | External Collaboration Score
| Adoption Score
| Sponsorship Level | Rationale |
|---|---|---|---|---|---|---|
Stage One: Organic | ≥20 | ≥25 | N/A | ≥30% | N/A | Slack has minimal usage, completing foundational account setup. |
Stage Two: Collaborative | ≥20 | ≥25 | N/A | ≥30% | Vice president | Slack achieves basic adoption and sponsorship. |
Stage Three: Purposeful | ≥50 | ≥60 | N/A | ≥60% | Management reporting to vice president | Slack usage becomes standard across the organization. |
Stage Four: Aligned | ≥50 | ≥60 | ≥40 | ≥80% | Vice president or senior vice president | Slack achieves high engagement and becomes integrated into workflows and training. |
Stage Five: Transformed | ≥70 | ≥80 | ≥40 | ≥95% | C-suite | Slack achieves transformative value marked by leading user engagement, workflow automation, and external collaboration. |
The journey through the Slack Maturity Framework is a steady progression toward total organizational alignment and automation. As clients move from initial account setup toward global C-suite sponsorship, they unlock higher levels of productivity and ROI. By monitoring key maturity score metrics, you can guide your clients through each milestone of this digital evolution to ensure they get the most value from working in channels.
Now that you know how to measure maturity, it’s time to explore specific use cases your clients can use to increase their scores and Slack maturity.