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
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.
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.
Read more with free registration
Register now for free and get full access to all exclusive articles from chemanager-online.com. With our newsletter we regularly send you top news from the chemistry industry as well as the latest e-issue.
most read
ECA Foundation Aims to Become Largest Pharma Association for GMP/GDP Compliance
The ECA Foundation, one of the most important not-for-profit organizations for regulatory expertise in the pharmaceutical industry, aims to become the largest independent GMP/GDP organization in the world.
US Tariffs Fatal for European Pharma
Trump's tariff policy is a considerable burden and a break with previous practice.
Pharma 4.0 – the Key Enabler for Successful Digital Transformation in Pharma
Part 1: Building a Business Case for Pharma 4.0
Pharma 4.0—the Key Enabler for Successful Digital Transformation in Pharma
Part 3: Seven Theses for successful Digitalization in Pharma
Lead or Lag: Europe’s AI Materials Race
How AI and Robotics are reshaping the race for materials discovery.