01
Business process
How work actually moves through sales, handover, delivery, finance and account management.
CRM business analysis
CRM business analysis before implementation
Stakeholder discovery and requirements analysis before CRM configuration begins.
I work with CRM partners who need to understand the client's business before committing to fields, workflows, automations and reporting.
What I examine
02
Stakeholder requirements
What each stakeholder needs, what is preference, what is assumption and where requirements conflict.
03
CRM representation
What the future CRM must represent so reporting, automation and management decisions are based on the same commercial reality.
Typical discovery work
Before you configure the CRM
- CRM requirements gathering
- stakeholder interviews and workshops
- as-is business process analysis
- future-state information and decision requirements
- handoffs and exceptions
- functional requirements for solution-design handoff
The difference
A requirement can be accurately recorded and still be wrong.
A stakeholder can correctly tell you that they need a field, workflow or notification. That establishes what they currently believe they need. It does not yet establish what the business requires.
Commercial Discovery works backwards from the business event, information, decision and action before the CRM requirement is fixed.
See the Commercial Discovery approach →For CRM partners
Use me as additional BA capacity.
I can run discovery directly, work white-label, or analyse interviews already completed by your team.
Discuss BA capacity