700-805 Questions and Answers

 CCW-R stands for Cisco Commerce Software Subscriptions and Services, which is a tool that allows customers and partners to quote, order, and manage their service contracts and software subscriptions from one place. CCW-R enables users to create new or renew technical services and software subscription quotes, submit approved orders, and manage their contracts. CCW-R also provides features such as co-terming, contract alignment, service level changes, and deal discounts. CCW-R is designed to simplify the renewal process and enhance the customer experience

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. Thelength of the contract does not affect the ARR calculation, as it only considers the revenue generated within one year.

 According to the Cisco website1, RMs work with account managers to drive ongoing revenue risk assessments and plays, which include:

Identifying and prioritizing renewal opportunities

Developing and executing renewal strategies

Negotiating and closing renewal deals

Collaborating with other Cisco teams and partners to ensure customer satisfaction and retention

References: 1: Cisco Renewals Manager - Cisco

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 architecture that addresses customer needs for voice, video, and data is C. Collaboration. Collaboration is one of the four main architectures that Cisco offers to its customers and partners, along with Security, Data Center, and Enterprise Networking. Collaboration is the architecture that enables people to communicate and work together effectively across different locations, devices, and applications. It includes solutions for voice over IP (VoIP), video conferencing, unified communications, contact center, webex meetings, and more. Collaboration helps customers and partners improve productivity, efficiency, innovation, and customer satisfaction.

one of the tasks that is the responsibility of the Renewals Manager is to manage recurring revenue risk, which includes:

Identifying and prioritizing renewal opportunities and challenges

Developing and executing renewal strategies and plans

Collaborating with other Cisco teams and partners to ensure customer satisfaction and retention

Negotiating and closing renewal deals

References: 2: Cisco Renewals Manager - Cisco

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.

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

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 thesolution 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.

Two factors that drive subscription value for customers are up to date security protection and continuous access to innovation. These factors reflect the benefits that customers can gain from subscribing to Cisco products and services, such as:

Up to date security protection: Customers can enjoy the peace of mind that their networks, devices, and data are always protected from the latest threats and vulnerabilities. Cisco provides regular security updates, patches, and enhancements to its products and services, as well as proactive threat intelligence and prevention. Customers can also leverage Cisco’s security portfolio, which covers the entire network from edge to cloud, and provides integrated solutions for identity, endpoint, cloud, email, web, and network security.

Continuous access to innovation: Customers can access the latest features and functionalities that Cisco delivers through its products and services, without having to purchase new hardware or software licenses. Cisco provides frequent software updates, upgrades, and releases that introduce new capabilities, improve performance, and optimize user experience. Customers can also take advantage of Cisco’s innovation ecosystem, which includes partners, developers, researchers, and customers who collaborate to create cutting-edge solutions for various industries and use cases.