Customers

Disclosure 102-6, 102-16

RadiciGroup has a worldwide customer network, served both through a global distribution network and an international manufacturing operation with plants in the major markets. RadiciGroup production sites and sales offices have followed the evolution of the markets with characteristics varying from region to region and from sector to sector. In the areas of polymers and chemicals, there is a significant presence of medium- and large-sized companies operating in industries such as automotive and electrical/electronics, which require that suppliers be located close to the manufacturing sites in each geographical area. The operators in the fibres sector are medium-sized or medium-to-small companies belonging to a complex and differentiated value chain. All RadiciGroup customers are processing companies. In 2020, despite the challenges of the pandemic, the Group continued to take all possible actions to respond to its customers’ requests effectively and to cooperate by putting its strengths at their disposal:

Faced with the extremely difficult context of the first pandemic wave – interruption of global value chains with difficulties in procurement and delivery of finished products and drastic drops in demand differentiated by sector, RadiciGroup put in place strategic continuity plans to ensure, as far as possible, the delivery of the orders received through its sales and technical assistance network. The decrease in in-person meetings with customers went hand-in-hand with an increase in digital contacts. That was accompanied by a transparent and effective communication campaign aimed at providing real and feasible solutions, knowing that customer companies, as well as Group companies, found themselves in situations that differed from one another depending on how and where the virus was spreading over time and the impacts on business, which varied by geographical area and application sector. RadiciGroup stepped up its efforts in R&D and circularity, responding to the requests coming from customers, who, in many cases, were in a phase of limited production activity and were considering alternatives for reorienting the future development of their business towards sustainability. Furthermore, the new situation strengthened RadiciGroup’s propensity to work at all levels of the business chain, taking advantage, on the one hand, of its vertical integration and, on the other, its relations with upstream and downstream stakeholders and customers. RadiciGroup’s increased presence in associations and institutions allowed it to promote projects for the management of critical situations related to Covid-19 and to join the international supply chains created during the emergency crisis, which are now seen as medium-term opportunities for Group companies. During the second half of 2020, the gradual recovery in demand in several sectors and the consequent resumption of the Group’s activities created opportunities for rebuilding customer relationships, using all available means, including, whenever possible, the more traditional ones, but always in compliance with national and corporate anti-Covid protocols. The restrictions on personal relationships experienced at the beginning of the year caused the market to focus even harder on the search for psychological and physical well-being, the environment and the creation of a quality living and

solid upstream integration with optimized processes fully under control,

a widespread production, distribution and sales network, as a guarantee of proximity and continuity of supply for customers,

constant attention to the challenges of the various sectors, from circularity to green chemistry, sustainable fashion, electrical mobility and medtech, innovation oriented, focused for the most part on product and process sustainability, which translates into products that are safe, durable, recyclable, highperformance and ready to take on market challenges,

a propensity to share know-how and make use of codesign,

a strong commitment to ethical business management and transparency, which translates into products with measured and published environmental impact parameters and allows customers to become an active part of a serious sustainability commitment.