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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Success Foundation | 10% | - Explain the stages of the customer lifecycle - Describe recurring revenue financial terms - Define customer experience - Explain recurring revenue financial implications |
| Topic 2: Customer Success | 10% | - Define customer success - Explain customer journey & IT purchasing models |
| Topic 3: Business Acumen | 30% | - Interpret key financial terms (e.g., CAPEX, OPEX) - Evaluate products and services to meet customer goals - Describe renewal cycle and risk action planning |
| Topic 4: Cisco Tools and Processes | 20% | - Describe CX Portfolio and deal management processes - Explain Smart Accounts & Smart Licensing |
| Topic 5: Roles and Responsibilities | 30% | - Describe Renewals Manager role and integration - Explain renewals tasks and success metrics |
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NEW QUESTION # 72
Which support should a Renewals Manager expect from the Customer Success Manager?
Answer: C
NEW QUESTION # 73
Which service offering assists the customer in preparing for emerging industry trends?
Answer: C
NEW QUESTION # 74
Which critical task must be performed during the qualification phase?
Answer: A
NEW QUESTION # 75
Who do Renewals Managers (RMs) work with?
Answer: C
Explanation:
According to the Cisco website1, RMs work with account managers to drive ongoing revenue risk assessments and plays, which include:
Identifying and prioritizing renewal opportunities
Developing and executing renewal strategies
Negotiating and closing renewal deals
Collaborating with other Cisco teams and partners to ensure customer satisfaction and retention
NEW QUESTION # 76
When renewing a contract with a customer, which action is important?
Answer: A
Explanation:
When renewing a contract with a customer, it is important to validate their business needs and ensure that the current solution is still meeting their expectations and goals. By validating their business needs, you can demonstrate your understanding of their situation, identify any gaps or challenges they are facing, and propose any improvements or enhancements that can add value to their experience. Validating their business needs can also help you build trust and loyalty with the customer, as well as uncover any opportunities for upselling or cross-selling additional products or services that can benefit them.
NEW QUESTION # 77
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