The earlier chapters were focused on covering the background information needed for building an integration between CRM and ERP. In the first chapter we talked about the business benefits of building an integration, and we introduced some of the terminology that we use throughout the book. In the next chapter, we talked about the high level architecture of an integration, and we weighed up the pros and cons of the different approaches that are available.

From this chapter on, we will go into the detailed design of integration features. The first integration feature will be contact management integration, which we will cover in this chapter.

We will talk about the use cases of the contact integration, using an example based on a real-world scenario of a fictional company, RideRight Bike Parts. We will take the use cases and convert them to new integration workflows that we will need to support. We will then design the solution using techniques such...