A Study on Customer Service and Relationship Management at Felin Machine Tools Private Limited

A Study on Customer Service and Relationship Management at Felin Machine Tools Private Limited

Giftson .S , Dr. S. Krishnakumari

PG student, School of Management Studies, Sathyabama Institute of Science and Technology

ABSTRACT
Customer service and relationship management play a crucial role in sustaining long-term business growth and customer satisfaction. This study explores the effectiveness of customer service strategies and relationship management practices at Felin Machine Tools Private Limited, Chennai. The research aims to identify key factors influencing customer satisfaction, service efficiency, and client retention in the machine tools industry.

A combination of qualitative and quantitative methods was employed, including surveys, interviews, and data analysis, to assess customer perceptions and service performance. The findings reveal that prompt response times, personalized interactions, and after-sales support significantly impact customer loyalty. Additionally, the study highlights areas for improvement, such as optimizing communication channels and enhancing service training programs for employees.

The research concludes that an integrated approach to customer service leveraging technology, proactive engagement, and relationship-building strategies can drive higher customer satisfaction and strengthen long-term business relationships. Recommendations include adopting CRM software, conducting regular customer feedback sessions, and implementing structured training programs to improve service quality.

This study provides valuable insights for businesses in the machine tools sector to enhance their customer service framework and establish a competitive advantage through superior relationship management.

Keywords: Customer Service, Customer Relationship Management (CRM),

Customer Satisfaction, Service Quality, Client Retention, Machine Tools Industry, Felin Machine Tools, Customer Loyalty.