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| Section | Weight | Objectives |
|---|---|---|
| Business Acumen | 30% | - Interpret key financial terms (e.g., CAPEX, OPEX) - Describe renewal cycle and risk action planning - Evaluate products and services to meet customer goals |
| Customer Success Foundation | 10% | - Define customer experience - Describe recurring revenue financial terms - Explain the stages of the customer lifecycle - Explain recurring revenue financial implications |
| Roles and Responsibilities | 30% | - Explain renewals tasks and success metrics - Describe Renewals Manager role and integration |
| Cisco Tools and Processes | 20% | - Explain Smart Accounts & Smart Licensing - Describe CX Portfolio and deal management processes |
| Customer Success | 10% | - Define customer success - Explain customer journey & IT purchasing models |
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NEW QUESTION # 70
How can an RM provide evidence of a mature, repeatable renewal risk management process during a Customer Success Practice Maturity capability audit?
Answer: A
Explanation:
A well-maintained Risk Log is the strongest evidence because it demonstrates that renewal-risk management is an established, repeatable operational process rather than an informal or purely outcome-based activity. A mature practice should be able to show that risks are consistently identified, categorized, assigned to accountable owners, mitigated, monitored, and ultimately resolved or closed.
Cisco's current Renewals Manager v2.0 blueprint specifically requires RMs to categorize renewal risks across Adoption, Technical, Commercial, and Contractual dimensions based on early-warning indicators and to evaluate mitigation strategies for identified renewal risks. These competencies imply a structured mechanism for recording and managing risks throughout the renewal lifecycle. (Cisco Learning Content) Cisco's Customer Success Practice Maturity model likewise evaluates organizational capability across areas including People, Process, Tools, Technical Capability, and Profitability, with requirements becoming progressively more rigorous from Basic through Intermediate to Expert maturity. Cisco specifically identifies documented processes and practices across the LAER lifecycle as part of progression toward higher maturity.
(Cisco Community)
Option A demonstrates a performance outcome but does not prove how risks were managed. Option B measures customer sentiment, not renewal-risk governance. Option C demonstrates quoting activity but not systematic risk management.
A Risk Log containing risk type, impact, owner, mitigation action, target date, status, and resolution date provides auditable evidence that the process is controlled and repeatable. Therefore, D is correct.
NEW QUESTION # 71
A customer has low product adoption six months into a multi-year contract. How does applying the T+ proactive approach in this scenario protect recurring revenue?
Answer: C
Explanation:
The purpose of the T+ proactive approach is to protect recurring revenue by addressing renewal risk throughout the active contract term, rather than waiting until the traditional T-minus renewal window. In this scenario, low adoption at six months is an early-warning indicator that the customer may not be realizing sufficient value from the Cisco solution. The correct response is to identify the causes of low adoption and coordinate mitigation while there is still substantial time remaining in the contract.
This directly supports recurring-revenue protection because customers are more likely to renew when they have adopted the intended use cases, are consuming relevant capabilities, and can connect that usage to measurable business outcomes. The RM should work with the CSM and other appropriate stakeholders to understand barriers, improve adoption, and restore value realization before expiration becomes imminent.
Option B is premature because low adoption does not automatically justify restructuring the commercial commitment. Option C focuses on escalation and documentation rather than resolving the root cause. Logging the risk may be appropriate, but it is not the primary value of T+. Option D misinterprets T+ as early quoting; proactive renewal management is fundamentally about protecting customer value and renewal readiness, not simply accelerating a commercial transaction.
Therefore, A is correct.
NEW QUESTION # 72
Customer A purchased a one-year WebEx contract of 100 seats at $10 per seat. Customer B purchases a three-year WebEx contract of 100 seats at $10 per seat.
What is the annual recurring revenue (ARR) for each?
Answer: D
NEW QUESTION # 73
Which two actions can a partner or customer perform within CCW-R? (Choose two.)
Answer: A,D
Explanation:
According to the CCW-R User Guide5, some of the actions that a partner or customer can perform within CCW-R are:
Change Customer Address: This allows the user to update the customer address information for a quote or an order.
View and Manage their Contracts: This allows the user to view their contract details, status, expiration date, product coverage, etc., as well as request a quote or renew their contracts.
NEW QUESTION # 74
Which two actions can a partner or customer perform within CCW-R? (Choose two.)
Answer: A,D
Explanation:
According to the CCW-R User Guide5, some of the actions that a partner or customer can perform within CCW-R are:
* Change Customer Address: This allows the user to update the customer address information for a quote or an order.
* View and Manage their Contracts: This allows the user to view their contract details, status, expiration date, product coverage, etc., as well as request a quote or renew their contracts.
References: 5: CCW-R User Guide - Cisco
NEW QUESTION # 75
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