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Full Screen- Title
- Declaration
- Certificate
- Preface
- Abstract
- Contents
- Acknowledgement
- List of Tables
- List of Figures
- List of Abbreviations
- 1. Introduction
- 2. Review of literature
- 2.1 Customer relationship management
- 3. Theoretical and conceptual framework
- 3 A. Concept, evolution and the process of customer relationship management
- 3 B. Essentials for effective customer relationship management
- 3 C. Customer retention and loyalty
- 3 D. Components of customer relationship management
- 4. Profile of Banking in Kerala
- 5. Research model
- 6. Branch level customer relationship management orientation
- 7. Customer relationship strength
- 8. Summary of findings, conclusions and scope for future studies
- Bibliography
- Appendix