This document explains Gainsight’s People Maps feature. After reading this article, you can configure the People Map card (admin), and build the organization chart of your customer (end user).
IMPORTANT: People Maps is available as an add-on to the Gainsight CS subscription. Please contact your account manager for pricing information.
People Maps provide a graphical view of the hierarchy in an organization. Using this hierarchy, you can visualize who reports to whom, which in turn helps you to contact the right people.
A Gainsight admin can configure the fields to be displayed in the People map view. End users can view the added fields in the 360 > People Maps section.
Once the required fields are added, end users can then start building the People map. People maps can be built in the new Org chart view in the C360 > People section.
Business Use Cases
You just sold a product to the sales head. The Sales head reports to the marketing head. You have another product which can be sold to the support head. Knowing that the support head also reports to the Marketing head will help you increase the upsell opportunities.
You are about to get into a meeting with a client. It's good to know the reporting structure of your client's organization so that you get a first hand knowledge about the designation of the client. A visual organization chart will help you to easily understand the organization structure of your customer.
Features of People Map
Following are the features of People Map:
- Provides a graphical view of customer’s organizational hierarchy.
- You can easily modify the hierarchy.
- Ability to view the NPS score provided by the Person.
- Ability to view latest Timeline Activity type recorded with the person.
- Ability to add influencers to a People Map. An Influencer is a Person who can impact the decision maker in an organization. This impact (known as Sentiment in People Maps) can be negative, positive, or neutral.
Build People Maps
This section explains how end users can build People maps for a Company. Before building the map you must ensure that all of the Person records are created and associated with the Company. To learn more on adding person records manually to Gainsight, refer to the Person Section in C360 article.
A few key terms related to People Maps are given below:
- Person: The person from whom you start building the map. This Person will be the starting point of our map.
- Direct Report: The Person who directly reports to the Person, from whom the map is being built (Person who is considered to be the starting point of the map).
- Manager: The Person to whom another Person reports to.
When you start building the map for a specific Person, by default the Reports and Manager of that Person are displayed. Apart from these details, you can also view the NPS score given by a Person, the date on which the NPS the NPS score was responded, and comments given (if any) with NPS score. This is applicable if the person uses Surveys 2.0 and has responded to an NPS survey. You can also view the date and type of the latest Timeline activity associated with the Person.
You can view a hierarchy from the above image. Kelly Kapoor and Angela Martin report to Michael Scott. Kelly Kapoor has Dwight Schrute as the Direct Report and Angela Martin has Kevin Malone as the direct report. This hierarchy would now be constructed in Gainsight using the People Map feature.
To build the People map:
- Navigate to the C360 page.
- Click the Person section.
- Click the name of the Person from whom you wish to start building the map. (here Kelly Kapoor)
The various components of the map are explained below:
1 - NPS Score provided by the Person. The color of this section depends on the score given (here its red, since the score is 4).
2 - Date and type of last activity recorded with the Person.
3 - Ellipsis menu to add or remove manager and direct reports.
4 - Zoom in option
5 - Zoom out option
6 - Download option
7 - Full screen view option.
8 - List of People associated with this Company (Click + PERSON to add more people).
9 - Number of direct reports of the person shown in the image. You can click + to see the direct report people.
Add Manager and Direct Reports
This section explains how you can build on the People map by adding managers and direct reports.
To add manager and direct reports:
- Click the ellipsis menu and select add manager.
- Enter the name of the manager (here Michael Scott) and press the enter key.
- Select the name. You can now see that the manager is added.
Note: When you add a manager for a Person, the Manager field in the Company Person object is automatically populated with the GSID of the manager. In the above case, the GSID of Michael Scott is added to the Manager field for Kelly Kapoor.
IMPORTANT: You can also navigate to the Manager field and search for a person by name to make the searched person the manager of the current person. In the below image, Michael Scott is added as Angela martin’s manager, by using the Manager field. When the map is viewed from Angela Martin’s view, you can only see the manager of Angela Martin. However, when you switch to Michael Scott’s view, you can view both the direct reports of Michael Scott.
Similarly, you can add Dwight Schrute as the Direct Report of Kelly Kapoor, either by using the Manager field of Dwight Schrute, or by adding Dwight as direct report of Kelly Kapoor. You can also navigate to Dwight Schrute’s view and add Kelly Kapoor as the manager.
Similarly, add Kevin Malone as the Direct Report of Angela Martin. This completes the People map. The final map is as shown below:
Note: You can also build People map by importing data from the Salesforce Connector (using the Reports to field) and also use the Load to Company Person Action type and populate data into the Manager field.
IMPORTANT: Once you build the People Map completely, and visit the map next time, you can view the map from the Person who is at the top most portion of the hierarchy.
This section explains the process of modifying the hierarchy of a People map. You cannot drag and drop a Person from one hierarchy to another. You must first remove the Person’s association with an existing manager and then create a new association with the required manager.
In this example, consider if Kevin Malone reports directly to Michael Scott and not Angela Martin. To change the map, you must first remove Scott’s association with Steve and then create a new association for Scott with Alex.
To change the hierarchy:
- Click the ellipsis menu for the person to be removed and select Remove. (here Kevin Malone).
- Click the Ellipsis menu of the Person to whom you wish to add a Direct report (here Michael Scott).
- Search for the person to be added as Direct report (here Kevin Malone).
IMPORTANT: When you remove the association of a Person with manager, the Manager field of that person has no values. When you associate a Person to a new manager, the Manager field of the person contains the GSID of the new manager.
Note: You can also add, edit, or delete People maps from Gainsight widget pages.
Replace a Person in the People Maps
CSMs can replace a person in the People Maps. To replace a Person in the People Maps, the new Person should be already present in the Gainsight Person object and should be associated with the same company.
Business Use Case: When an existing employee has left the company or moved to another role in the company, CSMs can save their time by directly replacing the person in the People maps.
To replace a person:
- Navigate to the C360 > Person page.
- Click the ellipsis menu on the person widget.
- Select Replace. Search People field is displayed.
- Enter the Name of the Person and press Enter.
- Select the required Person from the results. You can now see that the old person (Suresh Kumar) is replaced with the new person (Peter Hiens).
Add Influencer Relationship in People Maps
CSMs can add influencer relationships to a People Maps. An Influencer is a Person within your customer’s organization or a Gainsight user, who can impact the decision maker. This impact (known as Sentiment in People Maps) can be negative, positive, or neutral.
Example 1: if a Manager (Ex: Joan) is a decision maker, one of their direct reports can be an influencer to this manager who can either have a positive or negative impact on the manager, when you try to sell your product to Joan.
Example 2: if an employee (Ex: Robert) from your organization (Gainsight user) has a better relationship with the Manager (Ex: Joan) from your customer’s organization. You can add Robert as an influencer who can impact the Joan (decision maker), when you try to sell your product to Joan.
The hierarchical structure of an organization gives you a clear picture of the direct reports and their manager. However, the hierarchical structure does not give you a picture of the internal or external relationships that exist in every organization. This feature allows you to model and visualize these connections which exist between various stakeholders. With the ability to add influencers, you get deep insights about the decision maker, the possible opportunities (positive influencers), threats (negative influencers), the right influencer to be approached for renewal, and so on.
Note: If you add Gainsight users to People Maps, they are added from the Gainsight User object.
Business Use cases:
- For example, a Person named, Chris is using your product. Chris is very happy with your product (gave very good NPS responses). Chris reports to Joan, who is the renewal decision maker for your product. You can create an influencer relationship from Chris to Joan. Chris would definitely recommend Joan to renew your product since Chris provided a very good NPS score. Chris can be considered as a positive influencer on Joan. Similarly, if any stakeholder at your customer’s organization has given too many negative NPS responses, you can mark them as a negative influencer on the decision maker and be better prepared to overcome the threats which could arise from this negative influencer.
- For example, a person named Robert from your organization (Gainsight user) has better official relationships with Joan from your customer’s organization, who is the renewal decision maker for your product. You can create an influencer relationship from Robert to Joan since Robert is a positive influencer and he would definitely recommend Joan to renew your product.
You can create an Influencer relationship between stakeholders of any level irrespective of their position in the hierarchy.
It is mandatory to specify the sentiment of an influence relation. This sentiment can either be positive, negative, or neutral.
Positive influence is denoted by a green arrow, negative influence is denoted by a red arrow, and neutral influence is denoted by a grey arrow.
If an Influencer relationship exists between a manager and a direct report, and the direct report is removed from the hierarchy, the influencers count for the manager does not decrease. However, the name of the influencer or influence arrow is not displayed.
You can only create a 1:1 Influence relationship between any two stakeholders; Person X can influence Person Y only in either positive, negative, or neutral way. You cannot create an Influence relationship in which Person X can have a positive influence on Person Y for one product, and a negative influence on Y for another product.
To add Influencer relationship in an org chart view:
Prerequisite: Ensure that the Influencer that you want to add to an existing person is already added to the Person object or Gainsight User object. Influencer should already have a record in the Person object or Gainsight User object.
- Navigate to C360 > Person Section.
- Create a Person Map chart or navigate to the existing person map.
- Click the ellipsis menu for the Person to whom you wish to add an Influencer.
- Select Add Influencer. The Influencer detail view is displayed.
- Select Influencer Type.
- Within your organization: Select this option to add Influencer from your customer’s organization (Company) and another Company (People)
- Within Company: Select this option to add Influencer from your organization (Gainsight User).
- Enter the following details in the Influencer detail view:
Influencer Name: Enter the name of the person who is the influencer and select from the recommendation.
Sentiment: Select the Influence Sentiment (Positive/Negative/Neutral).
(Optional) Notes: Add details of the influence relationship.