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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Roles and Responsibilities | 30% | - Describe Renewals Manager role and integration - Explain renewals tasks and success metrics |
| Topic 2: Cisco Tools and Processes | 20% | - Describe CX Portfolio and deal management processes - Explain Smart Accounts & Smart Licensing |
| Topic 3: Customer Success Foundation | 10% | - Define customer experience - Explain recurring revenue financial implications - Describe recurring revenue financial terms - Explain the stages of the customer lifecycle |
| Topic 4: 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 5: Customer Success | 10% | - Explain customer journey & IT purchasing models - Define customer success |
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질문 # 47
A portfolio shows a consistently declining OTRR over the past three quarters. The RM reviews operational habits across the renewal team. Which leading indicator identifies the cause of this trend?
정답：A
설명：
A sustained decline in OTRR (On-Time Renewal Rate) points to a failure to complete eligible renewals within the required renewal window. The strongest leading operational indicator is therefore insufficient T-
120 pipeline coverage combined with late Installed Base (IB) reconciliation.
Cisco's current Renewals Manager v2.0 blueprint explicitly requires RMs to prioritize renewal activities at the T-120, T-90, T-60, and T-30 operational checkpoints, evaluate IB accuracy for quote readiness, and execute commercial activities that maximize OTRR. These objectives establish a direct operational chain:
early pipeline visibility # accurate IB # quote readiness # timely customer engagement # successful on-time booking.
If opportunities are not identified and worked adequately at T-120, the team enters later checkpoints with insufficient preparation time. Late IB reconciliation compounds the problem because inaccurate coverage, contract, entitlement, or subscription information can delay quote generation and require remediation close to expiration. Cisco also requires RMs to use PXP data to prioritize the renewal pipeline and track partner KPIs.
Option A may indicate adoption-related renewal risk but does not specifically diagnose an operational pattern of late renewals. Option B concerns expansion and ACV growth, not OTRR execution. Option C is principally a financial outcome rather than an upstream operational indicator.
Therefore, D is correct.
질문 # 48
Which critical task must be performed during the Qualification phase?
정답：D
질문 # 49
Which is the first step in a solutions-led sales approach?
정답：C
질문 # 50
Which two customer values are included in an Enterprise Agreement? (Choose two.)
정답：D,E
질문 # 51
How can an RM provide evidence of a mature, repeatable renewal risk management process during a Customer Success Practice Maturity capability audit?
정답：D
설명：
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.
질문 # 52
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