Supervisors expect CSMs to execute high-level testing of customer deliverables before sending or showing them to customers. A CS platform with built-in testing and quality module makes it convenient to execute standardized quality test procedures. CSMs should perform these testing and audit procedures through the templated approach for every customer-facing project.
Other than project-specific, systemic issues require targeted attention to address them. Senior management and investors typically request an audit of company operations by internal or external auditors. While companies keep internal audit platforms, they do not have customer success specific templates or access to customer success metrics. A CS platform audit module makes it easy for auditors to root cause issues, causing customer churn or general operational inefficiencies. Senior CS resources can periodically audit the operations of their colleagues using the same module. Findings from the platform are shared and remediated with learnings disseminated across CS colleagues.