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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Success Foundation | 20% | - RM role, tasks and RACI framework - Health Index and success metrics - Recurring revenue financial terms - Success Plan components and RM responsibilities |
| Topic 2: Business Acumen | 35% | - Value communication and tool usage - Evaluate customer products and business alignment - Available To Renew, contract value and renewal types - Financial terms: CAPEX, OPEX, procurement models |
| Topic 3: Cisco Tools and Processes | 15% | - Renewal workflows and escalation procedures - Contract management and entitlement verification - Smart Accounts and licensing frameworks - CCW, renewal tools and automation |
| Topic 4: Leadership and Renewals Process | 30% | - Quote development, exceptions and order processing - End-to-end renewals motion and account team collaboration - Risk assessment at T-9, T-6, T-3 milestones - Upsell / cross-sell opportunity identification |
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NEW QUESTION # 61
Which detail is provided in the scorecard by using the Total Program View tool?
Answer: D
Explanation:
According to the Total Program View (TPV) User Guide1, the scorecard is a dashboard that provides a summary of the partner's performance across different programs and metrics. One of the metrics that is provided in the scorecard is the renewal rate, which is defined as:
The percentage of recurring revenue that is retained or renewed within a defined time period (usually 90, 180, or 365 days) A key indicator of customer satisfaction, retention, and loyalty A factor that affects the partner's incentives and rebates
NEW QUESTION # 62
Which statement regarding which tools can be added as value to customer and partners is invalid?
Answer: B
Explanation:
The statement that is invalid regarding which tools can be added as value to customer and partners is B. help manage Discounts for Quoting. This is because discounts are not a tool, but a pricing strategy that can be used to attract or retain customers, increase sales volume, or clear inventory. Discounts are not something that can be added as value to customer and partners, but rather something that can reduce the value or profit margin of the seller. Tools that can be added as value to customer and partners are those that can help them solve their problems, improve their performance, or enhance their experience. For example, some of the tools that Cisco offers to its customers and partners are:
Adopt on Scores: This tool provides insight into how well customers are utilizing service and software they purchase from Cisco. It helps customers measure their adoption progress, identify gaps and opportunities, and optimize their outcomes.
Trusted Data Source: This tool provides hardware refresh and software renewal insights for customers and partners. It helps them plan ahead, stay current, and reduce risks.
Business Insights: This tool provides data-driven insights into new and unique business prospects for customers and partners. It helps them discover new markets, segments, or opportunities, and expand their sales potential.
NEW QUESTION # 63
An RM identifies that a customer is managing multiple A La Carte contracts across different business units during the Expand stage. Which action best reflects the RM ' s operational responsibility?
Answer: D
Explanation:
During the Expand stage, the RM should use available Installed Base and renewal data to identify opportunities that can increase customer value and recurring revenue, then coordinate those opportunities with the appropriate commercial owner. Multiple A La Carte contracts across business units are a strong signal that the customer may benefit from consolidation into a broader Cisco Enterprise Agreement or another simplified commercial structure.
The RM ' s operational role is therefore to analyze the IB, quantify the fragmented contract footprint, identify overlap or consolidation potential, and build a fact-based expansion case. That information should then be shared with the Account Manager, who owns the broader commercial relationship and can position the opportunity with the customer.
Option A is incorrect because a CSM does not simply re-provision licenses into a new EA; an EA transition is a commercial and entitlement change that requires the appropriate sales and operational process. Option B is too passive because expansion opportunities should be identified and shaped proactively rather than waiting until T-60. Option C bypasses the Account Manager and violates proper commercial alignment.
The mature approach is to convert IB insight into a structured expansion opportunity, align internally, and then engage the customer through the correct account team motion.
Therefore, D is correct.
NEW QUESTION # 64
Which case represents a risk of renewal where a mitigation analysis will help obtain a more desired outcome?
Answer: D
Explanation:
This case represents a risk of renewal where a mitigation analysis will help obtain a more desired outcome. A low adoption rate indicates that the customer is not fully utilizing the solution or deriving the expected value from it. This can lead to dissatisfaction, reduced engagement, and increased likelihood of churn. A mitigation analysis can help identify the root causes of the low adoption rate, such as lack of training, technical issues, poor fit, or misalignment of expectations. Based on the analysis, a mitigation plan can be developed and implemented to address the issues and increase the adoption rate. For example, the plan could include providing more support, education, or guidance to the customer, resolving any bugs or glitches, customizing or adjusting the solution to better suit their needs, or redefining the success criteria and metrics. A mitigation analysis and plan can help improve the customer's satisfaction, retention, and loyalty, as well as increase the chances of a successful renewal.
NEW QUESTION # 65
Which two outcomes drive the value of subscriptions for customers? (Choose two.)
Answer: A,D
NEW QUESTION # 66
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