P360 Overview (Beta)

Overview

In today's fast-paced business world, understanding the customers at a granular level is vital for the success of a product. Gainsight recognizes the importance of this and provides a powerful feature called Person 360 (P360). P360 serves as a central hub for person-related data within the Gainsight ecosystem, allowing administrators and CSMs to gain deeper insights into customer interactions, product usage, and sentiments..

Person 360 (P360) in Gainsight is a game-changer for organizations seeking to deepen their understanding of customers, streamline operations, and improve customer engagement. By centralizing person-related data and offering a range of powerful capabilities, P360 empowers CSMs and administrators to make informed decisions, build stronger customer relationships, and ultimately drive business success.  

Key Benefits

Person 360 aims to bring the following actionable benefits to the user:

• Provide a cohesive overview of a person’s activity across the entire suite of GS products.
• Enable a 360-degree view of individual contacts/persons within a customer organization.
• Toggle between consolidated views of Companies, Relationships and get a clear picture of escalations and opportunities with fewer clicks.
• Access historical data, product usage, and interaction helping to formulate personalized engagement strategies.
• Add depth to your data from directly within P360 using Timeline entries and other critical contact intelligence. Streamline meeting preparation by accessing information about a person such as meeting notes, community requests, profile details and so on from one place.
• Access a variety of widgets and visualizations that simplify the analysis of person data, making it easier to derive actionable insights.
• Increase management efficiency by performing common tasks such as adding a Timeline entry, initiating an email action, or adding a person to People Maps.

Business Use Cases

• Enhanced Customer Relationship Management: Consider that a CSM is preparing for a quarterly review meeting with a key client. Using P360, the CSM can access a comprehensive view of the client’s product usage, feedback, and interaction history. This detailed insight enables the CSM to tailor the meeting agenda to address specific client needs and concerns, leading to a more personalized and effective discussion.
• Strategic Account Planning: Consider that the sales team is strategizing to upsell services to existing customers. Sales professionals can utilize P360 to analyze customers’ product usage patterns and satisfaction levels. This data helps in identifying upsell opportunities and creating tailored proposals that align with the customers' current needs and usage trends.
• Efficient Case Management and Support:  When a support agent is addressing a complex customer issue, CSM can use the reporting capability within P360 to gain insights about customer's previous issues, product usage, and feedback. 
• Personalized Training and Onboarding: Consider that an onboarding specialist is planning a training session for a new customer. By leveraging P360, the specialist can understand the customer’s specific product interests and proficiency levels. This information enables the creation of a customized training program that focuses on relevant features and addresses specific knowledge gaps.
• Proactive Renewal and Churn Management: A CSM aims to reduce churn and increase renewals among existing customers. P360 enables the CSM to identify at-risk customers by analyzing usage patterns and sentiment data. This early identification allows for proactive implementation of engagement strategies to address concerns and increase the likelihood of renewal.
• Enhancing Engagement: Consider that a power user has been identified as having recent low usage in a premium product. CSMs can evaluate the user and look at additional data points so that they can understand how to leverage the person information during the conversation with the user.

Capabilities of P360 

Person 360 offers a wide range of capabilities to enhance your customer engagement strategy:

• Efficient Search: Easily find relevant persons using the search window, which allows searching by name and email ID parameters of the person record.
  Note: The global search includes the Email and Name fields by default. Changes made in the Administration > People > Search Configuration will not alter these default fields in the global search. For more information on the Search Configuration, refer to the People Management article.
• Widgets and Visualizations: Access a variety of widgets and visualizations that simplify the analysis of person data to derive actionable insights.
• Quick Navigation: Seamlessly navigate to the associated Company page from the person's profile to have the complete context.
• Timeline Activities: Get a snapshot of recent timeline activities of the person that allows you to track their interactions and engagements over time.
• Gainsight Community Metrics: Monitor Gainsight Community metrics and recent community activities related to the person, to foster engagement and community participation.
• Product Usage Analysis: Analyze product usage and feature adoption by the person to tailor your engagements based on their usage patterns.

Actions from the P360 Page

CSMs can perform a range of actions directly from the P360 page:

• Log activities directly from Timeline, ensuring that every interaction is documented and tracked.
• Send emails directly from the P360 page, streamlining communication and follow-ups.
• Add persons to organizational people maps.