A STUDY ON CUSTOMER PERCEPTION TOWARDS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PRACTICES OF STATE BANK OF INDIA IN TIRUCHIRAPPALLI
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• Additional Bibliography
Aihie O. (2007). “An Exploratory Study on Components of Customer Relationship Management (CRM) Strategy to its implementation”, Business Process Management Journal, Vol.13(1).
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Gopal VV. (2004). “Retail Banks going the CRM way”, Professional Banker, pp.97-100.
Gupta MP, and Shukla S. (2001). “Implementation Issued in CRM: A Study in the Indian Banking System, Productivity”, Global Business Review, Vol.42, pp.26-38.
Jayakumar A, and Sathiya N. (2010). “Customer Relationship Management (CRM): Customer Retention”, Indian Economic Panorama, Vol.20(2), pp.28-30.
Singh A. (2004). “Customer Relationship Management-New Horizons in Banking”, Journal of Banking. Vol.14(2), p.15.
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