I am excited to write about being “On the Road” with our customers and partners. The Knovel team is spending more time today “on the road” than at any time in our history. I will be spending 4 out of 5 days this week with customers and partners who serve our customers. Being an on-line business means it is even more important to meet face to face with our customers. Face to face contact is critical if we are to establish relationships, listen to what customers are saying, show that we really care and demonstrate that we can act on what they tell us. I’ve found that I learn something new from every customer call, so I want to use this “On the Road” series to highlight some of this learning.
I recently visited with CP Kelco who makes hydrocolloids, which in simple terms are substances added to products to improve their performance in everything from foods, pharmaceuticals, and oral care through, paper coatings and even oil field drilling applications. CP Kelco is a subsidiary of J.M. Huber Corporation a company that also helps other companies make better products such as: toothpaste that makes teeth whiter, paper for newspapers and magazines, the paint that brightens homes and the building materials that make them safe and sound.”
I am most impressed with the company’s focus on its mission and standards, established by their founder, as we at Knovel strongly believe that focus on success and respect for others are core values that drive our business. As we get to better know CP Kelco and J.M. Huber I am sure we at Knovel will learn from their example of success.
CP Kelco found our service through a referral and subscribed (lucky us!). That meant we didn’t go through the “getting to know you” process we go through with most of our new clients. Having made a trip, I now understand that CP Kelco uses Knovel to get fast access to detailed chemical data required in their work each day and this will help to guide choices we make around adding content to our data rich environment.
After our visit to CP Kelco and as a result of solving an issue I received a note saying “You are fortunate to have such qualified and diligent people working for your organization.” This is satisfying and a precursor of good things to come for both our organizations.
Chris Forbes
CEO
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