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Full Screen- Title
- Plagiarism Certificate
- Declaration
- Certificate
- Abstract
- Acknowledgement
- Preface
- Contents
- List of Tables
- List of Figures
- List of Annexure
- List of Abbreviations
- 1. Introduction
- 2. Review of literature
- 3. CRM best practices and customer loyalty in retail banks - A theoretical overview
- 4. CRM best practices in the retail banking sector in Kerala
- 5. Implementation of CRM best practices in the retail banking sector in Kerala
- 6. CRM best practices and customer loyalty in the retail banking sector in Kerala
- 7. Summary of findings, conclusion and suggestions
- Bibliography
- Appendices
- Index