1. Introduction
  1.1 Background and rationale
  1.2 Research objectives
  1.3 Research questions
  1.4 Significance of the study
2. Literature Review
  2.1 Definition and components of customer relationship management
  2.2 CRM strategies in the banking industry
  2.3 Benefits and challenges of CRM implementation
  2.4 Relationship between CRM and customer satisfaction/loyalty
3. Research Methodology
  3.1 Research design
  3.2 Data collection methods
  3.3 Sample selection
  3.4 Data analysis techniques
4. Results and Analysis
  4.1 Overview of CRM practices in selected banks
  4.2 Customer satisfaction and loyalty metrics
  4.3 Relationship between CRM strategies and key performance indicators
5. Discussion
  5.1 Interpretation of results
  5.2 Comparison with existing literature
  5.3 Implications for bank customer relationship management