I've worked for many years with Colombian airlines in CRM and it has been
very interesting and rewarding. I might suggest that you contact Dr. Hugo
Oscar Leimann Patt [hleimann_at_houseware.com.ar] and he can steer you to a CRM
forum in Spanish. I understand that he also has written on the subject.
Also, I believe that if you can find anything by Ashleigh Merritt, she has
specialized in "cross-cultural" CRM.
Let me know if you have any questions.
Que tengas feliz d’a.
Dave Keasal