Exactly how does PEM work from a sponsor as well as a partner, customer or supplier perspective?
Consider various types of activities or “campaigns.” Perhaps it’s onboarding a partner for the first time. Perhaps it’s signing up an existing customer for a new service. Possibly, an existing partner’s contact information needs to be revalidated or a partner has a security certificate expiring. And so on and so on. For most organizations these activities involve a lot of manual steps. Human capital is expended to complete these steps that can be costly and time consuming. There is no way to leverage other parts of the business or even the partners to help complete some of the work. Here’s how these activities work with PEM in a centralized and automated way:
1. Activity creation. This includes simple, easy drag and drop design of the interface that will be exposed to the community detailing exactly what data is required. In addition, specific workflow steps and approval checkpoints are defined.
2. Target group definition. Custom attributes enable pinpoint targeting of specific subsets of the community for each campaign.
3. Activity rollout. With a few clicks, notification is sent out to the targeted group within the B2B community.
4. Partner/Customer/Supplier response. Once notification is received, data is provided as required within PEM and submitted back to the sponsor organization.
5. Activity completion and approval. Assuming all information has been provided as requested by members of the targeted group, the activity can be marked as approved and closed.
For the sponsor organization, PEM provides a centralized monitoring dashboard showing progress across all activities. Typically there will be multiple parallel activities targeting hundreds if not thousands of members of the B2B community. At a glance, the sponsor organization can see which activities are completed, which are still outstanding, and so on. It’s then easy to drill down into specific campaigns to understand and address any problem areas.
For efficiencies of scale, certainly the concept of self service engagement is critical. Another important concept is reuse. Once activities and groups are defined, there is no need to recreate them. Many if not most campaigns are recurring, and PEM is designed to support that model in the most efficient way possible.