A few quotes from Deloitte's recent study, Social Business: What are Companies Really Doing?
"To capture this value, however, companies will need to more systematically assess the operating metrics that have the greatest potential to move the needle and then strategically deploy social software to ensure near-term performance impact with modest investment."
"Social business depends on leadership. Metrics may not be critical when companies are experimenting with social software, but as it becomes more important to an organization, having metrics in place can help managers assess and reward related behaviors."
Social business is increasing in popularity -- but as it does, executives will want to know just how they are performing in both absolute terms and contextually against competitors and within an industry.
The best managers will need to get beyond what they're told and use a "left-brained", numbers-driven approach to augment the "right-brained" work necessary to creatively engage with new and existing customers.