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The objective of a Customer Success Manager is to solve customer problems to attain business outcomes. This involves understanding the customer’s business goals and ensuring that the solutions provided are effectively addressing their needs. 

The adoption barriers occurring here are related to process and tools. The process barrier may involve inadequate procedures or systems for tracking license usage. The tools barrier suggests that there may be a lack of appropriate software or mechanisms to monitor and verify how the licenses are being utilized67.

The key metrics that measure the outcome of driving employee efficiencies are C, the reduction in headcount or operational support costs, and D, customer and employee feedback. These metrics directly reflect the efficiency gains in the workforce and the perceived impact of the solutions on the employees’ productivity

To prepare for a customer introduction meeting, it is essential to understand the customer’s current situation, including their priorities and sentiment towards the engagement. This can be achieved by speaking with internal contacts who have interacted with the customer, as they can provide firsthand insights into the customer’s expectations and experiences. References: Customer Success best practices suggest that understanding the customer’s perspective is crucial for effective engagement and aligning the success plan with their business objectives.

The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.

Driving full adoption of the company’s technology across all supported solutions ensures that customers are utilizing the product to its fullest extent, which is critical for demonstrating value and fostering long-term customer relationships.

Targeted use cases are specific scenarios that illustrate how a product or service can be used to achieve a particular goal or solve a specific problem. They help customers understand the practical application of a solution and how it can lead to the desired outcome1.