Hi @AzeemF 

You're on the right track. In the ServiceNow world, CRM is basically CSM plus Sales Order Management plus Field Service Management. 

It's also GTM - a go to market strategy ServiceNow came up with to win business and make $$$. 

It's a pitch to large enterprises: integrating CRM, SOM & FSM delivers better ROI. 

It's also about ServiceNow raising the middle finger to Salesforce. 😆