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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Cisco Tools and Processes | 15% | - Smart Accounts and licensing frameworks - CCW, renewal tools and automation - Renewal workflows and escalation procedures - Contract management and entitlement verification |
| Topic 2: Leadership and Renewals Process | 30% | - End-to-end renewals motion and account team collaboration - Risk assessment at T-9, T-6, T-3 milestones - Upsell / cross-sell opportunity identification - Quote development, exceptions and order processing |
| Topic 3: Customer Success Foundation | 20% | - RM role, tasks and RACI framework - Success Plan components and RM responsibilities - Health Index and success metrics - Recurring revenue financial terms |
| Topic 4: Business Acumen | 35% | - Evaluate customer products and business alignment - Value communication and tool usage - Financial terms: CAPEX, OPEX, procurement models - Available To Renew, contract value and renewal types |
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NEW QUESTION # 26
A partner organization manually tracks renewals in a spreadsheet, quotes reactively upon request, and lacks a standardized risk logging process. Which Customer Success Practice Maturity stage does this describe?
Answer: B
Explanation:
This organization is operating at the Foundational Stage, corresponding to the Basic maturity level, because its renewal practice is predominantly manual, reactive, and insufficiently standardized. Cisco's current Customer Success Practice Maturity framework recognizes Basic, Intermediate, and Expert maturity levels, with Basic representing the entry point for partners that have begun formalizing lifecycle capabilities but have not yet developed mature, scalable operating processes. Cisco specifically introduced the Basic level to lower the entry barrier for partners developing Customer Success practices. (Cisco Blogs) The scenario contains three strong maturity indicators. First, using spreadsheets to track renewals demonstrates limited process automation and tooling integration. Second, creating quotes only when customers request them represents a reactive renewal motion, rather than Cisco's preferred proactive lifecycle approach. Third, the absence of a standardized risk log indicates that renewal risks are not being systematically identified, classified, owned, and mitigated.
The Cisco Renewals Manager v2.0 blueprint requires candidates to understand how the RM contributes to Practice Maturity and emphasizes proactive renewal management, structured workflows, stakeholder alignment, risk identification, and repeatable operational practices. (Cisco Learning Content) An Intermediate/Established practice would demonstrate documented and repeatable processes, while an Expert/Optimized practice would exhibit mature governance, advanced tooling, telemetry, automation, and continuous optimization. "Automated Stage (Executive Level)" is not the appropriate Cisco maturity classification for this low-maturity scenario.
Therefore, D is correct.
NEW QUESTION # 27
What does the Customer Experience Lifecycle approach enable partners to do?
Answer: D
NEW QUESTION # 28
A high-impact technical risk is logged due to a persistent integration failure at T-120, and the assigned Systems Engineer has not provided an update in two weeks. What should the RM do?
Answer: C
Explanation:
The RM should escalate the unresolved high-impact risk through the appropriate management path and clearly communicate the renewal value at risk. Cisco's current Renewals Manager v2.0 blueprint requires the RM to act as the Renewal Lead, maintain cross-functional alignment, prevent execution gaps through clear ownership, categorize technical renewal risks from early-warning indicators, and evaluate mitigation strategies.
In this scenario, the technical issue has already been identified at T-120, assigned to a Systems Engineer, and has remained without an update for two weeks. That combination indicates that the existing mitigation path is not progressing. The RM should not assume technical ownership; instead, the RM must ensure accountability and escalate when an unresolved dependency threatens renewal outcomes. Cisco's blueprint specifically emphasizes stakeholder alignment, clarity of ownership, and proactive management beginning at T-120 rather than waiting until later checkpoints.
Option A is inappropriate because opening and managing a TAC case is normally a technical/support responsibility and should follow defined ownership boundaries. Option B creates avoidable contraction rather than resolving the risk. Option C is incorrect because additional time does not reduce the impact of a persistent high-severity technical barrier.
Escalating to the Practice Lead, including the associated renewal revenue exposure, creates management visibility and enables intervention with the responsible technical resources. Therefore, D is correct.
NEW QUESTION # 29
An important Cisco customer has a large number of individual licenses for Cisco One in Enterprise Networking and engages many Webex users. The customer has expressed the intention to grow both groups and needs a compelling and simplified proposal.
Which Cisco offer represents the best value for the customer?
Answer: D
Explanation:
The Cisco offer that represents the best value for the customer is to ask the Cisco team to engage into a Smart Account or Enterprise Agreement and propose a creation of a Customer Success Plan. A Smart Account is a centralized account management platform that gives customers full visibility and access to their Cisco software licenses, subscriptions, and services across their organization. A Smart Account simplifies license activation, usage tracking, and renewal management, as well as enables customers to move licenses across devices and locations as needed. An Enterprise Agreement is a simplified buying program that covers the entire organization's software and services needs under one agreement, one renewal date, and one set of terms. An Enterprise Agreement offers customers preferred pricing, financial predictability, investment protection, and flexible expansion options. A Customer Success Plan is a document that captures the account team's strategy and actions to achieve customer success. It defines the customer's desired outcomes, identifies the potential barriers and risks, outlines the key milestones and deliverables, and assigns roles and responsibilities to the account team members.
By engaging into a Smart Account or Enterprise Agreement and proposing a Customer Success Plan, the customer can benefit from:
A comprehensive cloud calling plan with ease, in a single unified offer.
A world-class collaboration suite built for hybrid work that provides Webex Calling, Messaging, Meetings, Polling, and Webinars in one unified offering.
A best-in-class collaboration suite that leverages AI-driven intelligence to create engaging and inclusive collaboration experiences.
A lower total cost of ownership by providing multiple best-in-class products from a single vendor.
A simplified contract management by converging software licenses, support for software, and support for hardware into one agreement, one renewal date, and one set of terms.
A trusted support from Cisco Solution Support that centralizes support across software and hardware and any third-party provider technologies in the deployment.
A guidance at every step to accelerate technology transitions through expert resources, best practices, and proven methodologies focused on industry-wide solutions.
A proactive and predictive insights powered by AI/ML-driven analytics and automation that help recognize potential problems, optimize operations, and de-risk transformation.
A blueprint for account teams to achieve customer success by defining the customer's vision, goals, metrics, milestones, deliverables, roles, responsibilities, progress, results, feedback, and recommendations.
NEW QUESTION # 30
What support should an RM take from the CSM?
Answer: A
Explanation:
Communicate value and the impact of Cisco solutions to the customer
Help the customer achieve their desired outcomes and realize the full potential of their investment Provide feedback and insights on customer health, satisfaction, and adoption
NEW QUESTION # 31
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