If a customer cannot verify the use of their purchased licenses, which two adoption barriers may exist?

The identification of "Process" as a barrier when a customer cannot verify the use of their purchased licenses highlights a critical aspect of customer success management. When processes are not well-defined, it can lead to confusion about how to effectively track, monitor, and manage software licenses. A lack of standardized procedures can result in inconsistent methods for license usage verification, causing difficulties in confirming compliance and optimizing utilization.

In many organizations, established processes are crucial for ensuring that all stakeholders understand their roles in managing licenses. If there are gaps or ambiguities in these processes, it may impede the customer's ability to effectively verify whether they are making full use of the licenses they have purchased. This situation often leads to underutilization of resources and potential financial waste.

Moreover, when looking at this in conjunction with the other options, while "People," "Tools," and "Platform" can also present challenges, they often stem from underlying process issues. For example, even if the right tools or platforms are in place, without clear processes guiding their use, the outcome may still fall short. Therefore, recognizing "Process" as a primary barrier underscores the need for organizations to refine and implement effective procedures for license management to enhance customer success.