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Varshney, Tushar V

Get the flexibility and control to build, scale and manage all of your apps on a single, unified platform. Integrating core platform services such as Heroku Enterprise and Force.com, App Cloud adds new shared identity, data and network services.

What is CRM?

Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.(Source : Wikipedia)

Types of CRM

1.       Operational CRM

It refers to products and services that allows an Organization to take care of their customers. For eg: Customer Service

2.       Collaborative CRM

It is the process of communicating with customers for the direct interaction which includes feedback and issues. Feedback/issues can be taken via web sites, email, Phone etc...

3.       Analytical CRM

Analytics plays a major role in every business to track their feature. While coming to CRM, it analysis the customer data for different purposes as mention below.

·         Their best customer

·         Whom they are likely to loose and how to retain them

·         Attracting new customers

·         How to improve the QOS

Okay now come back to our point, today we are talking about Salesforce adapter in Oracle SOA. Before starting let have a brief look at Salesforce.com CRM

Salesforce

Now a days Cloud has lot of boom in the IT market , hope you guys understand why I am talking about cloud , yes Salesforce is a cloud based CRM tool , so no inhalation required in our local server , It is a SAAS based tool .

Salesforce offers some predefined objects let discuss few of them

Lead: A lead object is a person or a company that might be interested in our product or services

Account: This object refers as a company. We can create account for prospects, customer, competitors partners etc ... it has all details like deals, point of contact

Contacts: This Object stores information about people who work at the companies represented but the account object, it contains all information about the person

Opportunities: This object contains the details about all deal that we are tracking, such as deal, expected close data etc.

Lead : This object represents any person or organization that a company might have to do business with you, So it is a temporary entity until the lead converts to Contact , Account or Opportunity , this conversion says that the lead want to do business with you.

They are few more objects, apart from above we can create our custom objects,

This article is to just give you a brief understanding on CRM , It is always better to understand the integration systems (source and target Systems) before starting any interface.