Cisco 700-805 Cisco Renewals Manager (700-805 CRM) Exam Practice Test

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.

Business Critical Services are subscription-based services covering the lifecycle of a technology, which provide customers with:

• Expert guidance and best practices to optimize their network performance, security, and availability
• Proactive support and automation to prevent issues, reduce risks, and accelerate outcomes
• Insights and analytics to measure and improve their operational efficiency, agility, and innovation

References: 4: Business Critical Services - Cisco

A solutions led approach should be applied when renewing a quote. A solutions led approach focuses on understanding the customer’s pain points, challenges, goals, and desired outcomes, and then proposing a solution that can address them effectively. A solutions led approach is different from a product led approach, which focuses on highlighting the features and benefits of a product or service without considering the customer’s specific needs or situation. A solutions led approach can help create more value for the customer, as well as differentiate your offering from competitors. A solutions led approach can also help build trust and rapport with the customer, as well as increase their satisfaction and loyalty. By applying a solutions led approach when renewing a quote, you can demonstrate your commitment to helping the customer achieve their objectives, as well as showcase your expertise and credibility in providing the best solution for them

the Success Plan is:

• A document that outlines the customer’s goals, challenges, desired outcomes, and success metrics
• A collaborative effort between Cisco, partners, and customers to align on the customer’s vision and strategy
• A roadmap that guides the customer through the lifecycle stages of plan, build, adopt, and renew
• A development of a customer-centric view for achieving value from their portfolio

References: 1: Success Plan - Cisco

According to the CCW-R User Guide5, some of the actions that a partner or customer can perform within CCW-R are:

• Change Customer Address: This allows the user to update the customer address information for a quote or an order.
• View and Manage their Contracts: This allows the user to view their contract details, status, expiration date, product coverage, etc., as well as request a quote or renew their contracts.

References: 5: CCW-R User Guide - Cisco

the Health Index is:

• An ongoing measurement of several key customer health indicators, such as adoption, satisfaction, retention, and expansion
• A tool that helps Cisco and partners monitor and improve customer outcomes and experiences
• A score that ranges from 0 to 100, where higher scores indicate better health

References: 1: Customer Health Index - Cisco

The annual recurring revenue (ARR) for each customer is $1000 and $1000. ARR is the total amount of money the company expects to receive from its subscribers over a year. It is calculated by summing up customers’ monthly or quarterly subscription fees and multiplying them by 12 (for an annual period). It excludes one-time fees, transactional charges, and other non-recurring revenue sources. In this case, both Customer A and Customer B pay $10 per seat per month for 100 seats of WebEx. Therefore, their monthly recurring revenue (MRR) is $10 x 100 = $1000. To calculate their ARR, we multiply their MRR by 12: $1000 x 12 = $1000. The length of the contract does not affect the ARR calculation, as it only considers the revenue generated within one year.

SD-WAN is the product that addresses network segmentation issues and is comprised of Viptela and Meraki products. SD-WAN stands for Software-Defined Wide Area Network, which is a technology that simplifies the management and operation of a WAN by decoupling the networking hardware from its control mechanism. SD-WAN enables enterprises to use multiple types of transport services, such as MPLS, broadband, LTE, or 5G, to securely connect users to applications hosted in data centers or the cloud. SD-WAN also provides centralized visibility and control, dynamic path selection, application optimization, and security policies for the entire network.

Viptela and Meraki are two of Cisco’s SD-WAN solutions that cater to different customer needs and preferences. Viptela is a cloud-first SD-WAN solution that offers advanced routing, segmentation, and security capabilities for complex enterprise networks. Viptela can be deployed on-premises or in the cloud, and supports multiple transport options, including cellular wireless. Meraki is a cloud-managed SD-WAN solution that offers simplicity, reliability, and automation for lean IT environments. Meraki can be deployed using plug-and-play devices, and provides easy configuration, monitoring, and troubleshooting through a web-based dashboard.

Both Viptela and Meraki products help enterprises address network segmentation issues by enabling them to create secure virtual networks that isolate traffic based on business intent and policy. Network segmentation improves network performance, security, and compliance by reducing congestion, preventing unauthorized access, and enforcing granular rules. 

Cisco offers different types of service offerings to help customers achieve their IT vision and strategy, such as support, optimization, training, and advisory. Among these options, the one that best helps define the customer’s IT vision and strategy is advisory. Advisory services from Cisco provide expert guidance and insights to help customers design and deploy new solutions, streamline existing operations, or optimize their IT. Advisory services can also help customers align their IT goals with their business priorities, identify opportunities for innovation and growth, and measure and report on key performance indicators. 

The primary customer value of the Cisco Services Portfolio is that it offers services packages tailored to specific customer needs. The Cisco Services Portfolio is a comprehensive set of services that help customers achieve their IT vision and strategy, optimize their IT operations, and accelerate their business outcomes. The Cisco Services Portfolio includes four types of services: Support, Advisory, Optimization, and Training. Each type of service provides different levels of value and benefits to customers, depending on their needs and goals. Customers can choose the services that best suit their situation, budget, and expectations, and customize them to their specific use cases and scenarios. The Cisco Services Portfolio enables customers to get the most out of their Cisco products and solutions, as well as address their challenges and opportunities in a flexible and effective way.

According to the Cisco website1, advisory services from Cisco and their partners provide expert guidance and data-driven insights to help customers architect and optimize their IT environment. Advisory services can help customers with:

• IT strategy and planning
• Business and technology alignment
• IT governance and operating models
• IT transformation and innovation
• IT performance and optimization

References: 1: Services - Cisco

A discussion point that helps up sell a customer is to discuss changes in the network and identify any uncovered additions to the network. This discussion point can help us understand the customer’s current situation, needs, and challenges, as well as uncover any gaps or opportunities for improvement. By discussing changes in the network, we can show our interest and curiosity in the customer’s business, as well as demonstrate our expertise and credibility in providing solutions. By identifying any uncovered additions to the network, we can highlight the risks and costs of not having adequate protection or support for those additions, as well as propose relevant products or services that can address those issues. This discussion point can help us create value for the customer, as well as differentiate our offering from competitors.

CX portfolio consists of five service categories that cover the entire lifecycle of a technology:

• Support Services: Provide technical support, software updates, and smart capabilities to help customers maintain network availability, security, and performance
• Business Critical Services: Provide expert guidance, best practices, proactive support, and insights to help customers optimize their network performance, security, and availability
• Professional Services: Provide consulting, design, implementation, integration, optimization, and migration services to help customers deploy and adopt Cisco solutions
• Managed Services: Provide end-to-end management, monitoring, and operation of customer’s network infrastructure and applications by Cisco or certified partners
• Learning Services: Provide training, certification, and enablement programs to help customers develop their skills and capabilities on Cisco technologies

References: 4: Services - Cisco