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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Leadership and Renewals Process | 30% | - Quote development, exceptions and order processing - Risk assessment at T-9, T-6, T-3 milestones - Upsell / cross-sell opportunity identification - End-to-end renewals motion and account team collaboration |
| Topic 2: Business Acumen | 35% | - Evaluate customer products and business alignment - Value communication and tool usage - Available To Renew, contract value and renewal types - Financial terms: CAPEX, OPEX, procurement models |
| Topic 3: Cisco Tools and Processes | 15% | - Contract management and entitlement verification - Renewal workflows and escalation procedures - CCW, renewal tools and automation - Smart Accounts and licensing frameworks |
| Topic 4: Customer Success Foundation | 20% | - Success Plan components and RM responsibilities - RM role, tasks and RACI framework - Recurring revenue financial terms - Health Index and success metrics |
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NEW QUESTION # 105
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: C
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 # 106
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?
Answer: D
Explanation:
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.
NEW QUESTION # 107
What is the main purpose of CCW-R?
Answer: A
Explanation:
CCW-R stands for Cisco Commerce Software Subscriptions and Services, which is a tool that allows customers and partners to quote, order, and manage their service contracts and software subscriptions from one place. CCW-R enables users to create new or renew technical services and software subscription quotes, submit approved orders, and manage their contracts. CCW-R also provides features such as co-terming, contract alignment, service level changes, and deal discounts. CCW-R is designed to simplify the renewal process and enhance the customer experience
NEW QUESTION # 108
What does TPV mean?
Answer: B
NEW QUESTION # 109
Which licensing model is the most complex for a customer to manage?
Answer: C
Explanation:
La Carte licensing model is the most complex for a customer to manage because it requires the customer to purchase and activate individual licenses for each product and feature they want to use. This can result in a large number of licenses to track and renew, as well as compatibility issues between different products and versions. A La Carte licensing also does not provide the benefits of Cisco's Software Buying Programs, such as financial predictability, access to incentives, and subscription co-termination1.
References: 1: Cisco Software Licensing Guide - Cisco
NEW QUESTION # 110
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