Arkema Coating Resins has announced the formation of a new business function dedicated to building more proactive relationships with coatings formulators and other customers. The Customer Experience Group will be responsible for quality management, as well as customer and business services.

“Following the recent acquisition of coatings assets from TOTAL, we found ourselves in a more varied and complex business environment,” said Richard Jenkins, global group president. “We have more products, we have a larger customer base and we have more global presence. The Customer Experience Group is tasked with making sure we use those assets to best meet the needs of all of our customers through proactive communication and deeper relationships with formulators.”

Karen Fearrington, previously Business Services manager, will lead the group in her new position as director of customer experience. Fearrington is responsible for developing goals and expanding resources to meet the needs outlined by both Arkema and customers.

“Our underlying task is simply to make customers delighted with their experience when working with Arkema Coating Resins,” Fearrington said. “To accomplish this, we will look at every aspect of our business from the customer’s perspective, set specific goals and implement changes where they are needed. No function will be immune. We are committed to a customer-centric approach that is both adaptable and profitable.”

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