In this exercise, you will be working with the following scenario:

A company is considering the purchase of a new customer relationship management system (CRM) to replace a variety of methods and tools that are being used across the organization. Senior management feels that a unified system would be an advantage so that information can be more easily shared across the enterprise.

As a BA, you have been tasked with the effort of identifying and documenting a set of initial requirements for a CRM solution that would meet the company's needs.

The following areas in the company are impacted:

Sales
Customer service
Senior management
IT service delivery

1) Which techniques would you use first to identify individual stakeholders?



2) Which techniques would you use to obtain a set of initial needs?



3) Where would you give priority - to the user and business needs or to the capabilities of a potential tool-based solution?