Customer Relationship Management (CRM) has emerged as a strategic necessity in the banking sector due to increasing competition, digital transformation, and changing customer expectations. The present study examines the CRM practices adopted by commercial banks in Kerala from the customer perspective. The study specifically evaluates the major CRM enabling constructs such as Communication, Conflict Management, Relationship Investment, Service Quality, Security, Preferential Treatment, and Corporate Image. The research is descriptive and analytical in nature and is based on primary data collected from 1200 customers of selected public sector, private sector, and new-generation banks operating in Kerala. Statistical tools such as One Sample t-test, Independent Sample t-test, ANOVA, and Tukey’s Post Hoc analysis were employed for analysis. The findings reveal that customers generally perceive CRM practices of commercial banks in Kerala at a higher-than-average level. Among the CRM dimensions, Security and Corporate Image received the highest customer ratings, indicating the growing importance of trust and institutional reputation in the banking sector. Significant differences were observed in customer perceptions based on gender, type of banks, domicile, annual income, type of account, and period of experience with the bank. Private sector and new-generation banks were found to perform better in communication, service quality, and relationship management practices compared to public sector banks. The study highlights the need for customized CRM strategies based on socio-demographic characteristics of customers. The findings provide practical insights for banking institutions to strengthen customer relationships, improve customer satisfaction, and achieve sustainable competitive advantage.