The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.

A use case is a description of a system's behavior as it responds to a request that originates from outside of that system. In other words, a use case defines the interactions between external actors and the system to accomplish a goal. The actors can be human users, other systems, or hardware devices. Each use case provides one or more scenarios that convey how the system should interact with the actors to achieve a specific business objective. References: Cisco Customer Success Manager documentation1, and additional insights on use cases and their importance in outlining and executing a roadmap for achieving success2.