Tiếng ViệtOn the afternoon of March 19, 2026, at the SiciX office, the Business Analyst (BA) team, along with relevant members, participated in an internal training session on the topic of “Customer Relationship Management (CRM) Solutions”, delivered by Mr. Nguyen Ngoc Nhan – Business Analyst.
More than just a product introduction, the session was designed as a business thinking standardization workshop, enabling the BA team to gain a deeper understanding of how enterprises manage customer relationships, thereby enhancing their analytical capabilities and solution consulting skills.
The session began with a structured review of core concepts that every BA must master when participating in customer-related projects.
CRM (Customer Relationship Management) is not merely a tool; it represents how businesses manage their entire customer relationships based on data. At the heart of CRM lies customer lifecycle management. A clear understanding of this lifecycle enables BAs to accurately identify business touchpoints, design processes aligned with each stage, and ensure data continuity and value extraction.
Building on this conceptual foundation, the training further explored the business scope of CRM, providing BAs with a comprehensive view of the system structure and its key functional domains. CRM is not limited to sales; it covers the entire customer engagement chain:
- Marketing: customer segmentation, campaign management
- Sales: lead management, opportunity tracking, quotations, contracts, orders
- Customer Service: interaction management, support, request handling
- Loyalty & Customer Care: programs to retain and enhance customer value
From a business perspective, the session also highlighted common challenges faced by enterprises, which in turn reflect the key difficulties BAs encounter when working with clients—such as lack of visibility into the sales pipeline, missed opportunities, limited ability to improve customer experience, and decision-making driven by intuition rather than data.
These represent critical “input problems” that BAs must accurately identify before proposing any solution.
Based on these real-world challenges, the SiciX CRM solution was introduced as a practical example to illustrate how business requirements are translated into a system.
More importantly, through the system, BAs were able to visualize how each business function is digitized, how data flows across departments, and the role of each touchpoint within the customer journey.
Throughout the session, interactive discussions and real-life scenarios made the training more engaging and practical. Participants actively raised questions about implementation cases, compared them with ongoing projects, and clarified inconsistencies in business understanding.
These exchanges played a crucial role in transforming knowledge from theoretical concepts into actionable capabilities that can be immediately applied in daily work.
The training session not only delivered CRM knowledge but also clearly reflected a key direction at SiciX:
Building a BA team with strong system thinking, deep business understanding, and the ability to master solutions.
In the coming time, SiciX will continue to organize advanced training programs focusing not only on products but also on business thinking and implementation methodologies, ensuring that the team is well-equipped to meet the increasingly demanding requirements of clients in their digital transformation journey.
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