17.09.2025 • Topics • Accenture • Bernd Elser •

Back to Basics for Chemical Suppliers

Chemical customers are willing to pay a premium if their product and service needs are fully met, presenting an opportunity for suppliers to strengthen relationships and generate new value. The key lies in focusing on top customer priorities. By aligning with these needs and leveraging digital tools, chemical companies can differentiate themselves and drive growth in a challenging environment.

Author: Bernd Elser, Senior Managing Director, Global Chemicals & Natural Resources Lead, Accenture, Frankfurt/Main, Germany

Back to Basics for Chemical Suppliers — © Accenture/Getty Images

Buyers Will Pay for What Matters Most

In a market where growth is hard-won and differentiation is key, an insight from a recent report, published by Accenture, offers a promising path forward: 43% of chemical customers say they would buy 10% or more products and services — and 36% would pay at least 5% above market price — if their needs were fully met. This finding highlights a powerful opportunity for chemical companies to strengthen customer relationships and generate new value through operational excellence.
The message from buyers is clear: do less, but do it better.

content:

Buyers Will Pay for What Matters Most
A Strategic Reset in Customer Expectations
The Cost of Misalignment
Convergence Enables Simplicity at Scale
Service: A New Frontier
Doing It Better: The Role of Digital and AI
Focus, Align, Deliver
Bernd Elser

A Strategic Reset in Customer Expectations

Historically, chemical companies have emphasized innovation and tailored solutions to meet diverse customer needs. But today’s buyers are asking for something different. According to our global buyer value research, the top three customer needs in 2025 are not groundbreaking features or bespoke formulations — they are the “brilliant basics”: product performance, reliable delivery and quality technical support.

This marks a significant departure from 2020, when easy access to product information and product innovation ranked higher. The shift reflects a broader recalibration of expectations in the wake of pandemic-era disruptions, geopolitical instability and rising digital maturity across industries. Notably, product performance remains the top customer need, underscoring its enduring importance.