| In recent years, as development of the high-technology and increment of enterprise competition, more and more attention is taken into enterprise's information construction. In order to make connections between enterprise and customer easily, and improve working efficiency, CRM (Customer relation management) and UM(Unified Message) arouse the extensive solicitude of people. As a kind of most convenient way to communicate with the customer, wireless network will play an important role in UM, which have characteristics of high efficiency, and unlimited by geographical position, and so on. Now along with the quick popularity of mobile phone, Short Message has got more attentions of cell-phone subscribers for its cheapness and quickness.Because every industry have their own customers and applications, it is too hard to construct a unified system to fit all industries. On the other hand, if independent systems are constructed for different industry, it will cause resources wasting and bring much inconvenience for the latter management and maintenance. In order to avoid this, a CRM system with double-decker structure is proposed, which separates the function of service and message sending, then fit different trades and applications. This system is loose coupling, easy to manage, maintain and extend, which have facilitated latter maintenance, management and upgrade. This system is easy to increase and decrease function module at any time. CRM system design and implementation in insurance trade has been considered. After several months application to Renshou Insurance Comp., this system has been shown to be high security and high efficiency, which have take considerable economic benefits.
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