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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Leadership and Renewals Process | 30% | - Risk assessment at T-9, T-6, T-3 milestones - Quote development, exceptions and order processing - End-to-end renewals motion and account team collaboration - Upsell / cross-sell opportunity identification |
| Topic 2: Cisco Tools and Processes | 15% | - CCW, renewal tools and automation - Renewal workflows and escalation procedures - Contract management and entitlement verification - Smart Accounts and licensing frameworks |
| Topic 3: Customer Success Foundation | 20% | - Success Plan components and RM responsibilities - Recurring revenue financial terms - Health Index and success metrics - RM role, tasks and RACI framework |
| Topic 4: Business Acumen | 35% | - Available To Renew, contract value and renewal types - Evaluate customer products and business alignment - Financial terms: CAPEX, OPEX, procurement models - Value communication and tool usage |
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14. Frage
What is the ATR on a $10,000 one year recurring revenue contract?
Antwort: C
15. Frage
A customer is eight months into a single-year contract with low feature adoption. The contract expires in four months. How should the RM use the T+ approach and the T-minus timeline together to manage this situation?
Antwort: D
Begründung:
The correct approach is to use T+ proactively to address the customer's adoption and value-realization gap, while simultaneously using the T-minus operational checkpoints to manage the upcoming renewal transaction.
Cisco's current Renewals Manager v2.0 blueprint explicitly distinguishes these two concepts. Objective 1.3 requires the RM to evaluate the impact of the T+ proactive renewal approach to protect recurring revenue, while objective 3.2 requires prioritizing renewal activities using the T-120, T-90, T-60, and T-30 operational checkpoints. (Cisco Learning Content) In this scenario, the customer is eight months into a 12-month contract and therefore approximately T-120 from expiration. Low feature adoption is an immediate lifecycle risk. The RM should not wait until the commercial renewal discussion to address it. T+ promotes continuous attention to customer value, adoption, and renewal readiness throughout the lifecycle, which means working with the CSM and relevant technical stakeholders now to improve usage and remove adoption barriers. Cisco's CSM framework likewise emphasizes identifying adoption barriers and interpreting usage data throughout the customer lifecycle.
(Cisco)
At the same time, the RM should begin the formal T-120 renewal workflow, including IB validation, risk assessment, stakeholder alignment, and quote readiness.
Options A and B incorrectly separate or reverse the functions of the two models. Option C incorrectly treats T+ as a replacement for the renewal countdown.
Therefore, D is correct.
16. Frage
When renewing a contract with a customer, which action is important?
Antwort: A
17. Frage
An RM identifies that a customer is managing multiple A La Carte contracts across different business units during the Expand stage. Which action best reflects the RM ' s operational responsibility?
Antwort: A
Begründung:
During the Expand stage, the RM should use available Installed Base and renewal data to identify opportunities that can increase customer value and recurring revenue, then coordinate those opportunities with the appropriate commercial owner. Multiple A La Carte contracts across business units are a strong signal that the customer may benefit from consolidation into a broader Cisco Enterprise Agreement or another simplified commercial structure.
The RM ' s operational role is therefore to analyze the IB, quantify the fragmented contract footprint, identify overlap or consolidation potential, and build a fact-based expansion case. That information should then be shared with the Account Manager, who owns the broader commercial relationship and can position the opportunity with the customer.
Option A is incorrect because a CSM does not simply re-provision licenses into a new EA; an EA transition is a commercial and entitlement change that requires the appropriate sales and operational process. Option B is too passive because expansion opportunities should be identified and shaped proactively rather than waiting until T-60. Option C bypasses the Account Manager and violates proper commercial alignment.
The mature approach is to convert IB insight into a structured expansion opportunity, align internally, and then engage the customer through the correct account team motion.
Therefore, D is correct.
18. Frage
Which critical task must be performed during the Qualification phase?
Antwort: B
Begründung:
According to the Cisco website1, one of the critical tasks during the Qualification phase is to validate customer inventory, which includes:
* Reviewing the Available to Renew (ATR) report and identifying any discrepancies or missing items
* Confirming the accuracy of the contract end dates, product IDs, serial numbers, and quantities
* Updating the ATR report with any changes or corrections
19. Frage
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