In these tight economic times many a business is looking to improve efficiencies using a variety of techniques. One of the key terms that I learned and adopted from Convergence 2009 is "the Anthropologist." This isn't necessarily new to me, but it is something that is worth re-emphasizing.
When trying to improve a process the first step is to first ask the right question (explain to me and show me exactly what you do on a daily or monthly basis) and then document and listen (Visio is very help for this - for a picture validates a 1000 words all on one page)
So the next time you are talking with someone who is asking if Microsoft Dynamics CRM does A, B, or C and the next time you are trying to figure out what someone wants as you design and configure - step back and put that anthropologist hat on.
Find out exactly how the person is working, what technologies and applications they really using and how are they using the tools available to them.Have them show you versus tell you. You might be very surprised. (They might be as well)