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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Success | 10% | - Define customer success - Explain customer journey & IT purchasing models |
| Topic 2: Business Acumen | 30% | - Evaluate products and services to meet customer goals - Interpret key financial terms (e.g., CAPEX, OPEX) - Describe renewal cycle and risk action planning |
| Topic 3: Cisco Tools and Processes | 20% | - Explain Smart Accounts & Smart Licensing - Describe CX Portfolio and deal management processes |
| Topic 4: Customer Success Foundation | 10% | - Describe recurring revenue financial terms - Define customer experience - Explain recurring revenue financial implications - Explain the stages of the customer lifecycle |
| Topic 5: Roles and Responsibilities | 30% | - Describe Renewals Manager role and integration - Explain renewals tasks and success metrics |
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NEW QUESTION # 93
An RM is engaging a customer at T-60. The customer is questioning the necessity of the solution and demanding steep discounts to continue the contract. What is the root cause of this complex renewal conversation according to the LAER model?
Answer: D
Explanation:
Under the LAER-Land, Adopt, Expand, Renew-model, a difficult renewal discussion at T-60 is often the downstream result of insufficient value realization earlier in the lifecycle. Cisco's customer-success methodology emphasizes that successful adoption is not merely deployment or product usage; customers must achieve the intended business outcomes from their investment. Cisco specifically states that customers expect successful outcomes and that engaging throughout Land, Adopt, Expand, and Renew enables them to obtain the full benefits of the solution and return for additional value.
The current Cisco Renewals Manager v2.0 blueprint explicitly requires candidates to interpret how the LAER model influences renewal outcomes and strategy and to understand how Customer Success fundamentals drive customer outcomes throughout the lifecycle. If the customer reaches T-60 questioning why the solution is necessary, the renewal team is effectively trying to establish value during the commercial discussion-far too late.
Option A focuses on engagement frequency rather than whether meaningful outcomes were achieved. Option B incorrectly treats discounting as the root cause. Option C is unsupported because no technical-support failure is stated.
The fundamental issue is that the customer did not clearly experience and recognize measurable value during Adopt and Expand, making D correct.
NEW QUESTION # 94
Which statement best summarizes the intended outcome of the Success Plan?
Answer: C
Explanation:
the Success Plan is:
A document that outlines the customer's goals, challenges, desired outcomes, and success metrics A collaborative effort between Cisco, partners, and customers to align on the customer's vision and strategy A roadmap that guides the customer through the lifecycle stages of plan, build, adopt, and renew A development of a customer-centric view for achieving value from their portfolio
NEW QUESTION # 95
What should be the key driver for the Renewals Manager's decisions and recommendations during the Renewals process?
Answer: C
NEW QUESTION # 96
Which licensing model represents the highest value?
Answer: D
Explanation:
Enterprise Agreements (EAs) represent the highest value for customers who want to simplify their software licensing and management across their organization. EAs provide customers with:
Unlimited access to a suite of Cisco software products within a defined technology domain for a fixed term and price The ability to deploy software anytime, anywhere, without additional costs or approvals The flexibility to grow and adjust their software usage without overage fees or penalties The convenience of co-terminating all their subscriptions at the end of the EA term The option to include Cisco services and support in their EA2
NEW QUESTION # 97
Which two customer values are included in an Enterprise Agreement? (Choose two.)
Answer: A,B
NEW QUESTION # 98
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