Build People Maps

Components of People Maps

The various components of the map are explained below:

1. (Default) Person Maps: Displays a map of the people in the organization.
2. List view: Displays a list of people in the organization.
3. Add Person: Allows you to add a person to the company.
4. View Hierarchy of: Allows you to search a person and view their hierarchy.
5. People: Allows you to search a person and add them to the map.
6. Person List:  Displays the list of persons or search results of the People field.
7. Zoom In/Out: Allows you to zoom in (+) or zoom out (-) the map.
8. Export: Allows you to download the map to your local system in the PNG format.
9. Full Screen: Displays the map in full screen.
10. Person Card: A person card which contains information such as name, email id, title, created date, etc.
11. Three-horizontal dots menu: Allows you to add a Manager, Direct Report, Influencer. You can view the details of the person and replace a person.
12. Influencers: Indicates the number of influencers of the person. Click on the icon to view the mapping of the person with influencers.
13. Direct Reports: Indicates the number of direct reports of the person. Click on the icon to view the person cards of direct reportees.
14. Last Engagement on: Last Engagement is identified for the people who are added to Timeline Activities as external attendees. It is marked Red in color with an alert icon, if the last engagement date of the specific person is null or greater than 90 days. This helps remind CSMs to re-engage with the person. Gainsight recommends to either send an Email from Cockpit using Email Assist, or create a Call to Action (CTA) manually or through a Rule to facilitate the engagement.
15. Named Map: Indicates the number of sub-hierarchy or custom maps to which the person is mapped.   
16. Map View Switch: Allows you to switch between horizontal and vertical stacked views of the map.
17. Create New Map: Allows you to create a sub-hierarchy or custom map.
18. Map Type: Indicates whether the selected map is sub-hierarchy or custom map.

Types of People Maps

CSMs can create multiple People Maps for a Company. This eliminates the need to navigate through large organization maps. Using separate maps helps you easily understand the department/decision-making hierarchies at your customer/prospect organization. A CSM can create the following types of maps:

• Sub-Hierarchy Map
• Custom Map

Add a Person

This section explains how you can build on the People map by adding managers and direct reports.

To add manager and direct reports:

1. Click the three-horizontal dots menu on the person card and select Add Direct Report.
2. Enter the name of the direct report and press enter.
3. Select the name. You can now see that the direct report is added.

IMPORTANT: If you do not see the Add Person option, contact your Gainsight Administrator to enable the Allow Add Person option for you to start adding person. 

Notes:

• When you add a manager for a Person, the Manager field in the Company Person object is populated with the GSID of the manager. In the above case, the GSID of Michael Smith is added to the Manager field for Lily Jones.
• You can add a manager for the Person from the Person Details section. Click the three-horizontal icon on the person card and search for a person by name whom you want to add as manager in the Manager field.

• You can build People Maps by importing data from the Salesforce Connector (using the Reports to field). Also, use the Load to Company Person Action type and populate data into the Manager field.

Add a Person by Drag and Drop Method

You can drag and drop a person from the Add People To Map field’s search results to the Person widget, to add the person as Manager, Direct Report or Influencer in the map.

To add a person to map by drag and drop method:

1. Navigate to the C360 > People > People Maps page.
2. Enter the name of the required person in the People field.
3. Drag and drop the person from the search results to the required Person’s widget in the map. Add <<Person name>> to map as a window is displayed.
4. Select any one of the below options:

• (Default) Direct Report: Select this option to add the person as a Direct Report to the Person in the map.
  • Add “<<Person name>>” as a Direct Report to: You can change the Manager of the person to be added in the map. You can enter the new Manager’s Name in the search field, and then select the Manager from the search results.
• Influencer: Select this option to add the person as an Influencer to the Person in the map. Enter the following information:
  • Name: You can change the name of the Influencer, if needed.
  • Sentiment: Select the sentiment of the Influencer.
  • Notes: You can add any additional information about the Influencer such as contact information, working hours of Influencer, etc.

Note: You can’t add a Gainsight User as an Influencer by the drag and drop method. However, you can add a Gainsight User by the existing method.

• Manager: Select this option to add the person as a Manager to the Person in the map.
  Note: This option is disabled when a person in the map already has a manager.

View Hierarchy of a Person

You can search for a person in the newly added View Hierarchy of field to view the person’s hierarchy in the map.

To view the hierarchy of a person:

1. Navigate to the C360 > People > People Maps page.
2. Enter the name of the required person in the View Hierarchy of field.
3. Select the relevant person from the results to view hierarchy.

Note: You can click the Person Map icon on the top to view the default hierarchy.

Change 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.

To change the hierarchy:

1. Click the three-horizontal dots menu on the person card to be removed and select Remove. 
2. Click the three-horizontal dots menu on the person card to whom you wish to add a direct report.
3. Click Add Direct Report.
4. Search for the person to be added as direct report.

Notes:

• 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.
• You can also add, edit, or delete People Maps from Gainsight widget pages.

Replace a Person in 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 employee leaves a company or moved to another role in the company, a CSM  wants to replace the person in the People maps. This saves time and reduce manual efforts.

To replace a person:

1. Navigate to the C360 > People > People Maps page.
2. Click the three-horizontal dots menu on the person card.
3. Select Replace. Search People field is displayed.

4. Enter the Name of the person and press Enter.
5. Select the person from the search results. The selected person on the map is replaced with the new person.

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:

• A person named Chris is using your product and 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, and 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.
• 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.

Technical Aspects:

• 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.