View Above Tom Etchells
I don't think you need get too concerned about the differences between the various TLAs (three-letter acronyms) you quote.
They all relate to CRM, but are frequently use as a form of brand differention for companies or individuals trying to emphasise different aspects of CRM.
It is part of the currently poorly defined nature of CRM that so many different definitions exist.
If you find any document talking about how companies interact with customers and distribution networks about marketing, sales, or service, then I think you can consider it about CRM, regardless of the acronym they use.
Incidentally if you're looking at the global impact of CRM you might be interested in the following documents in the CRM Forum library:Successful CRM: Global Trendshttp://www.crm-forum.com/library/conf/con-031/Global Business Model: Pitfalls that can undermine the promise http://www.crm-forum.com/library/quaero/quaero-004/
You should also have a good search through the library for other documents of the 400 on offer which could help you. You can find the library search page at:http://www.crm-forum.com/library/index.html
Good luck with your project.
Richard ForsythThe CRM-Forum