A city is replacing a CRM that failed after go-live because payment workflows and case statuses were poorly defined. Before drafting new requirements, what should the business analysis effort do with lessons from that failure?
Select an answer to reveal the explanation.
Short Explanation
Picture rebuilding a kitchen after the last remodel left drawers that never opened—you read the punch list before you buy cabinets again. Same idea: past CRM pain points become fuel for better requirements, not stuff to ignore.
Full Explanation
Lessons learned from prior projects are a legitimate elicitation input in business analysis. Feeding documented failure modes—unclear statuses, broken payment paths—into the replacement’s requirements reduces repeat defects. Starting blank, blindly elevating every complaint, or deferring learning until a vendor decides are weaker practices.