Includes bibliographical references and index.

Customer relationship management and profitability in banks / Sanskritirani Desai -- Customer relationship management in the banking sector / Anupma Sharma -- Customer relationship management in ICICI Bank / Hansa L. Manahor ... [et al.] -- Measuring the success of customer relationship management outsourcing / Gianetan S. Sekhon, R.K. Chauhan, and Sawtantar Singh -- Customer awareness and satisfaction with E-banking services : a case study / Monika Aggarwal -- Corporate governance in banks / Aditya Gautam and Indu Gaba -- Corporate governance in India / Neetu Khanna and Shivani Gupta -- Corporate governance and transparency in banks / Leena Kakkar, Preety Sharma, and Pooja Mehta -- Economic reforms and public sector banks / Rajinder Punia and Himanshu Rampal -- Banking sector reforms : issues, policies, and outlook / R.K. Uppal and Rimpi Kaur -- Banking, insurance, and financial sectors / Rajesh Marwaha and Pooja Chatley -- Value added accounting for evaluating performance of banks / Nazir Ahmad Gilkar -- Stress management in banks / Nitu Gupta and Ritu Gupta -- Business process reengineering / Nitu Gupta and Rimpi Kaur -- Business ethics : an essential ingredient in corporate governance / Nitu Gupta -- Customer relationship management and banking industry / Sudhir Sharma and Akash Kumar.