We’ve done the hard yards. We have a clear current state, a validated business case, and a list of business requirements that act as our “success criteria.”
Now comes the moment of truth: How do we actually fix the problem?
This is the stage where most organizations just pick the most popular software and hope for the best. But a seasoned business analyst facilitates a structured conversation to weigh the options. I call this facilitated discussion “The Hash.”
What is “The Hash”?
“The Hash” is a collaborative session where we hold up our requirements against potential solutions. It is a space for healthy debate, radical honesty, and strategic trade-offs.
In our CRM journey, “The Hash” usually looks at three main paths:
The “Out-of-the-Box” Solution: Can we buy a standard CRM and change our processes to fit it?
The “Customized” Solution: Do we buy a platform and build specific features to handle our unique commission and follow-up rules?
The “Manual+” Solution: Did our “quick wins” from the current-state analysis solve enough of the problem that we don’t actually need a massive software investment right now?
During The Hash, the BA acts as a provocateur. We ask the questions that challenge assumptions:
“What if we don’t automate the commissions, but we do automate the client follow-ups? Would that address the follow-up failures affecting clients who represent 15% of revenue?”
“What if we choose a simpler tool that is 80% effective but has 100% staff adoption, rather than a complex tool that does everything but no one uses?”
Solution analysis: The decision matrix
To keep the conversation from becoming a “battle of opinions,” we use a decision matrix. We score each potential solution against our core requirements:
Does it solve the follow-up gap?
Does it reduce the manager’s manual workload?
Does it fit the budget and the team’s “change capacity”?
The goal of “The Hash” isn’t just to pick a tool; it’s to reach a consensus. By the end of this session, the business analyst doesn’t just hand over a software name; they provide a solution recommendation that is backed by the entire team.
When the sales manager, the IT Lead, and the CFO all agree on the Why and the “What,” the implementation is no longer a “nightmare”—it’s a shared mission.
Business analysis isn’t about filling out forms or being the “IT bridge.” It is the discipline of ensuring that when a company spends a dollar, it actually solves a problem.
From the Why to “The Hash,” these techniques are the secret to strategic success. Whether you are implementing a CRM or redesigning your entire operating model, remember: Analyze the problem, map the truth, and never solve a mystery you haven’t investigated.
For Leaders: Use these steps as a checklist for your next big project. If your team skips a step, ask them “Why?”
For BAs: Use this as your roadmap to move from “Order Taker” to “Strategic advisor.”
Thank you for following this segment on business analysis techniques!