CUSTOMER SERVICES AND THEIR ROLE FOR INDUSTRIAL SMALL AND MEDIUM COMPANIES

Abstract

The aim of this paper is to present the problems of customer services and their important role forsmall and medium companies from the theoretical view and also selected results of research held in industrialSME´s. Customer services are kind of services being provided by companies to their products. Customerservices can be found in all economic spheres, such as in primary sphere, as well as in secondary and tertiaryones.

The first part of the paper briefly describes the main characteristics of customer services, such asdefinitions, benefits (using as a competitive advantage as well) and typical examples provided in industry.The second part is focused on the brief overview on the research held in industrial SME´s (the producers andsellers of saws and saw bands and their customers) in the Czech Republic. The last part of paper, conclusionpart, suggests a proposal of general rules for providing customer.