CRM for Customer Support ( small business)

I want to develop a web based CRM which i would be selling to small firms or business. The functions & utilities & process required would be ; 1. I would be providing the client with a login admin id & user password. ( users being the customers/client of the client) 2. Wherein the CRM would store customer data with updates & which would allow the customers of that particular client to send [login to view URL] or enquiry or service by login to his ID or by sending the same via SMS to short sms code. 3. Entry via email, SMS or login should be updated realtime in the customers data base with the client able to see the same on realtime basis. 4. There should be a live chat option for interaction between the client and his customer. 5. The client should be able to visualise all the updates & status on realtime and should be able to revert on same by chat , SMS, mail. However more inputs addition from your end are welcome. As you see the kind of concept i am looking for is simpler and target small time [login to view URL] are in the service industry.