This document provides an overview of customer relationship management (CRM) systems and Salesforce.com CRM. It defines CRM as a system for managing interactions with current and future customers, often using technology to organize, automate, and synchronize different customer-facing processes. It describes the main types of CRM as operational, collaborative, and analytical. It then introduces Salesforce as a cloud-based CRM tool that offers predefined objects like leads, accounts, contacts, and opportunities to track things like potential customers, deals, and customer information. The document aims to provide background on CRM and Salesforce before discussing the integration of Salesforce in Oracle SOA.