As a Customer Success Manager, what is the most important metric to uncover during onboarding?

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)

Which activity reduces the risk of chum?

Refer to the exhibit. Which initial action does a Customer Success Manager take?

What is a key driver that is creating the need for customer success?