1.Introduction To Customer Relationship Marketing, Conceptual Foundation ,Evolution And Significance 2.Crm For Services Vs Crm In Consumer Markets 3.Buyer-Seller Relationships 4.Crm In Mass Markets, Crm And Marketing Strategy 5.Crm And Distribution Channels 6.Role Of Information Technology In Building, Maintaining And Enhancing Relationships 7.Customer Profitability Design And Analysis 8.Case Study Bank