Key users
The key users from the customer's side should be those who know the processes currently being followed in the company. They should be aware of the problems or inefficiencies the current processes have, and be willing to actively participate in the project.
The same way that more than one business consultant may get involved in the project, each one handling a specific business area, several key users may also participate in the definition of the project requirements, each one also handling a specific business area.
A common error regarding key users is to point out the heads of departments as the key users without analyzing whether they are the right people to play this role. Having good key users, just as having good business consultants, is vital to the deployment of the project, as they are the ones who will define the project, the needs, and the processes.
The key users have to be good communicators and should know their own processes. Sometimes, the heads of departments...
