KNTR_CRM | Cisco Renewals Manager
 
The purpose of this course is to provide participants with the fundamental knowledge and skills required to effectively manage the full renewal lifecycle with Cisco customers.
This course equips professionals to implement a renewal strategy aligned with customer goals, reinforcing the business relationship and enabling sustainable outcomes.
 
Objetives
By the end of this course, participants will be able to:
Describe the components and tasks of the Renewals Manager.
Explain the renewal cycle and how to execute it end to end.
Interpret key financial concepts related to renewals.
Identify renewal, upsell, and cross-sell opportunities.
Use Cisco tools and processes to manage agreements and licensing.
 
Audience
This course is intended for engineers and professionals interested in strengthening their renewal management skills within the Cisco ecosystem, such as:
Customer Success Managers
Renewals Managers
Account Managers
Service Delivery Managers
Sales Engineers
Customer Experience Specialists
Cisco channel or partner personnel involved in contracts and licenses
 
Prerequisites
This course is intended for professionals with the following knowledge:
Foundational understanding of concepts from the Cisco Customer Success Manager v2.0 (820-605) course.
Familiarity with the customer lifecycle, particularly adoption and renewal stages.
Experience in customer-facing roles such as sales, customer success, or service delivery.
 
Version
1.1
 
Course Outline
Chapter 1: Customer Success Foundation
Objectives
1.1. Customer experience
1.2. Stages throughout the customer lifecycle (choosing > using > loving)
1.3. Financial implications of the metrics
1.3.1. Attrition
1.3.2. Expand
1.4. Importance of recurring revenue
1.5. Description of recurring revenue financial terms
1.5.1. iQRR / ARR
1.5.2. AOV
1.5.3. iACV
1.5.4. LTV
1.5.5. ATR
Summary
Important URLs
Chapter 2: Customer Success 
Objectives
2.1. Customer success
2.2. Key drivers creating the need for customer success
2.3. The customer journey (purchase through adopt)
2.4.  IT purchasing and consumption models
2.4.1. Software licensing
2.4.2. Services subscriptions
2.4.3. Enterprise agreements
2.4.4. CapEx and OpEx
2.5. Roles and responsibilities of the customer success team
2.6. Assets used to define the perceived value, deliverables, and expectations
Summary
Important URLs
Chapter 3: Roles and Responsibilities
Objectives
3.1. The role of a Renewals Manager within the Lifecycle and the integration with various teams
3.1.1. Sales team
3.1.2. Customer Success Manager and customer success roles
3.1.3. Renewals team
3.2. Renewals Manager tasks
3.3. The measurements of success for the Renewals Manager role
3.4. The Renewal cycle for software and services
Summary
Important URLs
Chapter 4: Renewals Process
Objectives
4.1. The steps to perform an end-to-end renewals motion with the customer in partnership with the account team
4.2. Identify and assess the current customer install base (CX-IB)
4.3. The steps for developing a renewal quote
4.4. The steps to process exceptions or non-standard elements of a renewal quote
4.5. The steps for processing an order
4.6. Upsell and cross-sell opportunities through renewals motion that can deliver higher value outcomes for the customer and incremental ARR for the vendor (CX Portfolio - Solution Support, Success Tracks, PLS-S)
4.7. Risk assessment at T-90, T-60, and T-30 for all contracts, products, and services
4.8. The deal management process in CCW-R
Summary
Important URLs
Chapter 5: Cisco Tools and Processes
Objectives
5.1. Smart Accounts and Smart Licensing
5.2. The AutoQuote process
5.3. The visibility provided by tools such as PXP and CX-IB to position products, solutions, and services to the customer
5.4. The drivers and the recommendations to improve the Partner Maturity score
5.5. The capabilities of Lifecycle Advantage (LCA)
5.6. The capabilities of Lifecycle Advantage - Customer Success (LCA-CS)
5.7. The Cisco programs to support partner renewals (CSPP)
Summary
Important URLs
 
Descargue el temario para conocer el detalle completo de los contenidos.

Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste.