A Renewals Manager for a Cisco Gold Partner is analyzing a customer's account 90 days prior to a major subscription renewal. The customer has high adoption rates for their Cisco DNA Center but has logged multiple TAC cases related to SD-WAN performance. The Customer Success Manager (CSM) notes that the customer's IT team seems under-skilled in the new technology. Which action should the Renewals Manager prioritize to mitigate renewal risk?
A customer is evaluating a move from a traditional perpetual licensing model (CapEx) for their on-premises data center to a Cisco Enterprise Agreement subscription model (OpEx) for a hybrid cloud environment. Which statement accurately explains a key financial implication the Renewals Manager should highlight?
A Renewals Manager is reviewing a customer's install base in CX-IB. The customer has a robust implementation of Cisco Catalyst switches with Solution Support. They are now looking to improve their network operations and security posture. According to the Cisco CX Portfolio, which TWO of the following would be the most logical upsell or cross-sell opportunities to present during the renewal discussion? (Select TWO).
True or False: The financial metric Attrition Rate (ATR) represents the percentage of recurring revenue that has been successfully expanded through upsells and cross-sells within a specific period.
A partner follows a structured renewal process, as illustrated below. In the 'Risk Assessment' stage, a RACI matrix defines the Renewals Manager as 'Responsible', the Sales Lead as 'Accountable', and the Customer Success Manager as 'Consulted'. What is the primary role of the Renewals Manager during this stage? ```mermaid flowchart TD A(Start: T-90) --> B{Assess Install Base}; B --> C[Risk Assessment]; C --> D{Develop Strategy}; D --> E[Generate Quote]; E --> F[Present to Customer]; F --> G{Negotiate}; G --> H[Close Deal]; H --> I(End); ```
During a T-60 review for a key account, a Renewals Manager discovers through the partner's CRM that the primary technical contact and decision-maker for the renewal has unexpectedly left the company. What is the most critical immediate action for the Renewals Manager to take?
A partner organization is looking to move beyond simple renewal notifications and wants to proactively drive customer adoption and value realization throughout the lifecycle. Which Cisco tool is specifically designed to provide partners with customer insights, automated communications, and success plan templates for this purpose?
A Cisco Partner is defining the key performance indicators (KPIs) for its Renewals Manager team. To ensure alignment with modern customer success principles, the KPIs should reflect both transactional success and customer value. Which THREE of the following metrics are most appropriate for measuring the success of a Renewals Manager? (Select THREE).
A Renewals Manager is calculating the estimated Lifetime Value (LTV) for a SaaS customer. The customer generates an Annual Recurring Revenue (ARR) of $50,000. The company's gross margin is 80%, and the annual customer Attrition Rate (ATR) is 10%. What is the calculated LTV for this customer?
**Case Study:** A global logistics company, 'ShipFast', has multiple, disparate Cisco service contracts for its various regional offices, all with different end dates. They have a new CIO who wants to simplify vendor management and gain budget predictability. The CIO has requested a single proposal to co-terminate all existing contracts and move to a unified 3-year Enterprise Agreement (EA). During discovery, the Renewals Manager learns that ShipFast's new corporate mandate requires 24/7 critical support for their primary distribution hubs in North America and Europe, a service level not included in the standard EA. This non-standard request must be addressed to secure the deal. The Renewals Manager has confirmed that this enhanced support level can be provided, but it will require a custom statement of work (SOW) and special pricing approval. What is the correct sequence of steps the Renewals Manager should take to process this complex renewal?