January 2, 2019

Our Commitment To Our Customers in 2019


By now, you’ve probably eaten the remaining cookies, recycled the wrapping paper, and stored the holiday decorations. As you turn your calendar to January, the beginning of the new year can only mean one thing: It’s time to make your new year’s resolution.

Trace Genomics is right there with you. We want to do big things in 2019, but there’s one resolution that stands out among the rest. In 2019, Trace Genomics is committing to fostering a top-to-bottom culture of Customer Success.

 In Agriculture, It’s All About The Relationships.

In a nutshell, Customer Success means ensuring that customers reach their desired outcomes while using our service. Our Customer Success team is responsible for supporting the whole customer lifecycle – all the way from onboarding and training to sampling and data delivery. To us, Customer Success is about more than great customer support. While we absolutely work hard to solve customer issues as quickly and thoroughly as possible, we also take pride in our proactive approach to improving the customer experience, advocating for feature requests that we hear from our customers, and strengthening product usage and value.


We know how important it is to build trust with our customers.

In order to accomplish these goals, we focus on the relationships first. Our customers are the most important part of our business. We have so much appreciation for the hard work that goes into providing our world with healthy, high-quality food each day, and we know how important it is to build trust with our customers. It is absolutely critical that our field team and technical agronomists have strong scientific chops, but when we hire people for our team, we screen for empathy, accountability, and advocacy above all else.


Collaboration_Customer_Success_JV_OrganicsWe’re All In Customer Success

Customer Success permeates every aspect of our business at Trace Genomics. Our team reports directly to the President and works extremely closely with the Product, Sales, Operations, Engineering, and Data Science teams to make things happen. While the Customer Success team does contribute directly to revenue generation, we are primarily evaluated on our ability to facilitate a customer experience that leads to repeat business. We want our customers to be excited to continue working with us.

See the infographic below with fictional customer John Smith, which illustrates how the Customer Success team collaborates with all Trace Genomics departments to support customers throughout their entire experience.




Customer Success Is More Than A Department, It’s A Philosophy

The Customer Success team has been working hard to ensure our customers have a fantastic experience with Trace Genomics. In the last three months of 2018 alone, we institutionalized regular customer satisfaction surveys, built a system to update customers of their project status, made several changes to the Soil Health Reports based on customer feedback, and designed new training tools and programs to help customers learn our business. And while it’s true that we have a team dedicated to Customer Success, it goes deeper than that. The reality is that everyone at Trace Genomics is in customer success because to us, Customer Success is more than just a department – it’s a philosophy. This year, keep your eyes peeled for some great new additions, including a dashboard where customers can access status updates and results, enhanced training tools, and stronger in-field agronomic support. We’re so excited for all that the year has in store for Trace Genomics – and more importantly – for our valued customers.


What’s your New Year’s resolution? Tell us at @tracegenomics.