Business Analysis is the practice of identifying business needs and finding solutions to business problems. It involves gathering requirements, analyzing processes, and recommending strategies to improve performance and achieve goals.

A Business Analyst (BA) bridges the gap between stakeholders and technical teams. They analyze business processes, document requirements, assess risks, and help design solutions that meet organizational objectives.

Customer Relationship Management refers to the strategies, practices, and technologies used to manage and analyze customer interactions and data throughout the customer lifecycle. CRM systems, like Dynamics 365 Sales or Customer Service, help organizations improve customer relationships, retain customers, and drive sales growth.

Enterprise Resource Planning is a type of software used by organizations to manage and integrate core business processes such as finance, supply chain, manufacturing, and HR. ERP systems, like Dynamics 365 Finance or Supply Chain Management, enable streamlined workflows and real-time data visibility across departments.

Business Analysis ensures that business solutions are aligned with strategic goals. It reduces project risks, improves process efficiency, and ensures that IT investments deliver value.

They use techniques like interviews, workshops, surveys, document analysis, and process mapping to understand stakeholder needs.

A Key Performance Indicator (KPI) is a measurable value that shows how effectively a company is achieving its key business objectives. Think of KPIs as the vital signs of an organization—they help track progress, highlight areas for improvement, and guide decision-making. For example, a sales team might track monthly revenue growth, while a customer service team might focus on average resolution time.

Choosing the right KPIs isn’t just about picking numbers:

1. Define Strategic Goals
   First, the company identifies what success looks like—whether it’s increasing revenue, improving customer satisfaction, or expanding into new markets.

2. Identify Key Drivers
   They then determine which activities or outcomes directly influence those goals. For instance, if customer retention is a priority, KPIs might include churn rate or Net Promoter Score (NPS).

3. Ensure Measurability
   Good KPIs are quantifiable. If it can’t be measured, it can’t be managed.

4. Keep It Relevant and Actionable
   KPIs should provide insights that lead to action. Vanity metrics (like social media likes) might look good but don’t always drive meaningful change.

5. Set Realistic Targets
   Each KPI is paired with a target—something ambitious but achievable—to track progress over time.

6. Review and Refine
   As business priorities evolve, so do KPIs. Regular reviews ensure they stay aligned with current goals.