As customers engage in more multi-channel interactions, having a deep understanding of these journeys is an essential component for the customer service function, and for ensuring excellence in the overall customer experience.
“68% of chemicals worth $76 billion will be sold online within the next five years.” This was the message from leading market research institutes and consultants in 2000, at the start of the new millennium.
Digitalization is a very important topic not only in the chemical industry as a whole, but also in chemical distribution.
The traditional business model of chemical distributors is currently fundamentally challenged on one side by digitally enabled activities from principals, logistics providers, customers, start-ups, larger chemical distributors or combinations of smaller players, who try their own online channels, and on the other side by general e-retailers like Alibaba or Amazon, who explore to enter also into chemical & material categories.
