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ENHANCING CUSTOMER EXPERIENCE THROUGH CROSS–FUNCTIONALCOLLABORATION

Dr.P. SHALINI¹ HARINEE.M²

             ¹ Assistant Professor Dept.ofManagement Studies,PanimalarEngineeringCollege,Chennai,TamilNadu.

            ²Student Dept. ofManagementStudies, PanimalarEngineeringCollege,Chennai, Tamil Nadu.

Abstract- In today’s highly competitive business environment, delivering exceptional customer experienceisessentialforsustainingsuccessandbuildingbrandloyalty.Inthisstudy,welook at how cross-functional collaboration plays a key role in delivering superior customer experiences, specifically for Rane Corporation, one of the industry leaders in automotive.Bylookingatthe collaborative efforts across various departments such as Marketing, Sales, Product Development, and Customer Service, we can better understand the strategies, challenges and outcomes of aligning internal functions fordeliveringseamless customer experience. Ourkey findings highlight the importance of culture of collaboration, which breaks down silos and promotes communication and knowledge sharing between departments. Rane Corporation’s success in delivering customer satisfaction can be attributed to its cross-functional teams approach, where diverse expertise is brought together to address customer needs in a holistic manner. In addition, the study highlights the importance of technology in facilitating cross- functional collaboration, as it allows for real-time information sharing and analysis to enable betterdecision-making.Thesamplesizeis160.Thetoolsusedarenon-parametrictest(U-test, H-test, Chi-square, Correlation, Run test).

Key Words—Cross functional collaboration, organizational analysis, customer experience