Today I've been reading over a whitepaper from Salesforce that outlines a roadmap for social business success.  It's nice in the sense that it only briefly touches on tools and software, focusing more on the human side of social business and how to ensure you get that right.  It provides 20 steps, which I've outlined below.  

Laying the groundwork

1. Define the vision
2. Set clear social goals
3. Create purpose
4. Establish a social taskforce

Getting to know your customers

5. Make your customer king
6. Get one view of your customers

Connect and collaborate with colleagues

7. Empower your employees with social tools
8. Tear down departmental silos instantly
9. Turn weak ties into strong connections
10. Build a results driven workplace
11. Make social part of every business process

Build deeper relationships by engaging with customers

12. Treat your prospects like trusted partners
13. Create fans for life
14. Crowd source innovation from your community
15. Market at the speed of social

Listen and learn from public social networks

16. Create a social listening centre
17. Establish rules of engagement
18. Attract fans with new social experiences
19. Amplify your evangelists
20. Bring your products into the conversation

You can download the document here

https://www.salesforce.com/form/pdf/social-enterprise-bluebook.jsp