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Page: 347
 
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  • Title
  • Plagiarism Certificate
  • Declaration
  • Certificate
  • Acknowledgement
  • Contents
  • List of Tables
  • List of Figures
  • Abbreviations
  • 1. Introduction
  • 2. Review of literature
  • 3. CRM - a theoretical perspective
  • 4. Implementation of CRM in banks
  • 5. Impact of CRM on service quality
  • 6. Impact of CRM on customer satisfaction
  • 7. Impact of CRM on customer retention
  • Summary and Conclusion
  • Bibliography
  • Appendices