You are the Systems Analyst participating in the Systems Planning phase for a new CRM enterprise sol

You are the Systems Analyst participating in the Systems Planning phase for a new CRM enterprise solution. The project manager asks you to further describe the business processes as it to the organizationAc€?cs customers. Specifically, the project manager wants to know which customer oriented business process is likely to be most impacted.
What are the transactions, events and results that must be thoroughly reviewed and included in the new business process model (BPM)?
Who in the organization will you need to interview concerning the customer oriented business process that you selected?