Exercise 1 - The Concept of Requirements Elicitation

Continuing on with the case study:

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

Your task in this exercise is to design a questionnaire you would send to the key stakeholders in the four areas: Sales, Customer service, Senior management, and IT service delivery. The purpose of the questionnaire is to let the stakeholders tell you their needs in their own words.