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| Section | Weight | Objectives |
|---|---|---|
| Customer Success | 10% | - Explain customer journey & IT purchasing models - Define customer success |
| Roles and Responsibilities | 30% | - Describe Renewals Manager role and integration - Explain renewals tasks and success metrics |
| Business Acumen | 30% | - Evaluate products and services to meet customer goals - Describe renewal cycle and risk action planning - Interpret key financial terms (e.g., CAPEX, OPEX) |
| Cisco Tools and Processes | 20% | - Explain Smart Accounts & Smart Licensing - Describe CX Portfolio and deal management processes |
| Customer Success Foundation | 10% | - Describe recurring revenue financial terms - Explain recurring revenue financial implications - Define customer experience - Explain the stages of the customer lifecycle |
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질문 # 24
An RM is preparing to present a renewal proposal at T-60. Which approach reflects the value-led positioning principle of the Engagement phase?
정답：D
설명：
Value-led positioning means that the renewal discussion should be grounded first in the customer outcomes and realized value produced by the Cisco investment, rather than in expiration dates, discounts, or product features. Cisco's lifecycle methodology consistently links successful renewals to demonstrated business outcomes. Cisco states that lifecycle selling is focused on customer business outcomes and that alignment across Sales, Customer Success, Renewals, and the customer supports successful lifecycle progression. (Cisco Community) This approach is also consistent with Cisco's current Renewals Manager v2.0 blueprint, which requires the RM to understand how CX and Customer Success fundamentals drive customer outcomes, analyze the Engagement/Proposal phase, and execute renewal strategy within the T-minus operational checkpoints. At T-
60, the RM should therefore connect the proposed renewal to demonstrated value and the customer's ongoing objectives rather than positioning it merely as a commercial transaction. (Cisco Learning Content) Option A is product-led; new features may support expansion, but they should not be the primary renewal anchor. Option B creates an expiration-driven conversation rather than a value-led one. Option C leads with commercial mechanics, which risks reducing the discussion to price.
Cisco's current partner requirements explicitly state that renewal posture should be tied to realized value, including KPI trends and next-term objectives. (cisco.com) Therefore, D is correct.
질문 # 25
Which critical task must be performed during the Qualification phase?
정답：D
질문 # 26
A customer indicates their organization is undergoing a budget review and evaluating whether to continue current Cisco licenses. How should this renewal risk be categorized based on early warning indicators?
정답：B
설명：
This situation should be classified as a commercial risk because the customer's concern is driven by budget availability, spending priorities, and the financial decision to continue the existing licenses. These are commercial considerations rather than technical, contractual, or adoption-related problems.
Cisco's current Renewals Manager v2.0 (700-805) blueprint explicitly requires the RM to categorize renewal risks across four categories: Adoption, Technical, Commercial, and Contractual, based on early-warning indicators. (Cisco Learning Content) A budget review that may affect whether the customer funds the renewal is a classic commercial warning signal because it can influence renewal scope, timing, pricing discussions, and ultimately recurring-revenue retention.
A technical risk would involve issues such as unresolved integrations, performance problems, deployment failures, or other technical barriers. An adoption risk would involve low utilization, failure to activate key features, or inadequate realization of the intended use case. A contractual risk would arise from issues involving contract terms, entitlement structure, expiration alignment, dependencies, or legal/procurement conditions.
Here, there is no evidence of a technical defect, contractual discrepancy, or inadequate adoption. The explicit issue is whether the organization has the financial capacity or willingness to continue funding the Cisco licenses.
The RM should therefore flag this as a commercial risk and coordinate with Sales and the CSM to understand budget constraints, value perception, potential scope alternatives, and mitigation options before the renewal reaches a later T-minus checkpoint.
Therefore, B is correct.
질문 # 27
Which approach? (Choose the best answer.)
정답：A
질문 # 28
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?
정답：A
설명：
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.
질문 # 29
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