BIBLIOGRAPHY

BOOK
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JOURNAL

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THESIS
WEBSITES
http://en.wikipedia.org/wiki/CRM
http://www.iupindia.in/605/EE_Customer_Relationship_Management_28.html
http://www.iupindia.in/910/MM_Customer_Relationship_Management_55.html
http://www.iupindia.in/708/MM_Customer_Retention_16.html
http://www.bsnl.co.in/
http://www.bsnl.co.in/service.htm
http://www.cci.in/pdf/surveys_reports/indias_telecom_sector.pdf
http://www.economywatch.com/world-industries/telecommunications/telecom-industry-
in-india.html