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所在平台: Udemy |
课程主页: https://www.udemy.com/course/cisco-renewals-manager-training-crm-700-805/
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**课程名称：** 思科续签经理培训 (CRM 700-805) **课程概述：** 本课程旨在培养客户体验续签经理（RM），该职位在支持关键客户业务持续运作和实现目标方面发挥着重要作用。学员将学习管理分配客户账户组合中的思科产品和服务续签合同。通过此课程的培训并成功通过 CRM 700-805 考试，学员将能够胜任客户体验续签经理的岗位。 CRM 700-805 考试时长为 60 分钟，旨在评估思科合作伙伴续签经理对 RM 课程学习地图中包含的客户体验 (CX) 理论和工具的理解程度。通过此考试是思科合作伙伴获得客户体验专项认证的必要条件之一。 **考试目标：** 评估学员在以下方面的理解和技能： * **客户成功基础 (20%)** * 成功计划的组成部分 * 成功计划中 RM 的职责 * 健康指数 (Health Index) 的组成部分 * 关键经常性收入的财务术语 * RACI 模型中 RM 的角色 * RM 的任务 * 续签经理的角色 * RM 的成功衡量标准 * **商业敏锐度 (35%)** * 评估客户网络中当前的产品、解决方案和服务，以帮助客户实现业务目标 * 解释产品、解决方案和服务的价值，以满足业务目标 * 利用工具（如 TPV 和 icebreaker）的输出与客户沟通产品、解决方案和服务 * 解读关键财务术语（如 CAPEX、OPEX）对客户采购选项和购买方式的影响 * 续签周期 * 评估按时和延迟续签的财务和服务影响 * 制定基于续签风险的行动计划 * 确定续签（与思科及其他产品相关）对公司指标的影响 * 说明驱动客户价值的合同要素 * 识别合同成功的建议措施 * **领导力 (30%)** * 利用所有客户资源的数据/洞察，对所有合同、产品和服务进行 T-9、T-6 和 T-3 的风险评估 * 与客户团队协作，与客户进行端到端的续签流程 * 通过续签流程识别向上销售/交叉销售机会，为客户带来更高的价值成果和为供应商带来增量 ARR * 客户的采购流程 * 客户如何看待其 IT 解决方案的价值 * 制定续签报价的步骤 * 处理续签报价的例外情况或非标准要素的步骤 * 处理订单的步骤 * **思科工具和流程 (15%)** * 智能账户 (Smart Accounts) 和智能许可 (Smart Licensing) * 企业协议 (Enterprise agreements) * 许可模式 (licensing models) * CX 产品组合（包括新推出的产品） * 交易管理（例如：CCW）流程
The Customer Experience Renewal Manager (RM) role is a prominent, tactical position to enable key clients to keep processing their business and satisfy their objectives via Cisco solutions. The renewal Manager will be responsible for possessing and accomplishing a portfolio of Cisco products and service renewal contracts throughout an assigned customer account. You need to take Cisco Renewals Manager (CRM 700-805) exam to become a skilled Customer Experience Renewal Manager.The Cisco Renewals Manager (CRM 700-805) is a 60-minute exam for a Cisco partner's Renewals Managers to prove their understanding of the Customer Experience (CX) theories and tools included in the RM curriculum learning map. Those who pass this exam will have satisfied one of the demands for Cisco Partners seeking a Specialization in Customer Experience.The objectives of the exam are to measure the applicants' understanding and skills in the following areas:Customer Success Foundation (20%)- Describe the components of a Success Plan- Identify the RM responsibilities within the Success Plan- Describe the components of a Health Index- Describe the key recurring revenue financial terms- Identify the RM role across the RACI- Explain RM tasks- Describe the role of a Renewals Manager- Describe the measurements of success for the RM roleBusiness Acumen (35%)- Evaluate the products, solutions, and services currently in customer's network to help the customer to achieve business objectives/goals- Explain the value of the products, solutions and services to meet business objectives- Utilize the output from tools (such as TPV and icebreaker) to communicate customer products, solutions, and services- Interpret the implications of key financial terms (such as CAPEX, OPEX) on customer procurement options and buying motions- Describe the renewal cycle- Assess the financial and service impacts of on-time and delayed renews- Develop an action plan based on renewal risks- Determine the impact of renewals related to Cisco and other products on the company's metrics- Describe contract elements that drive value for customers- Identify recommended actions for contract successLeadership (30%)- Perform risk assessment at T-9, T-6 and T-3 for all contracts, products and services, by leveraging data/insights from all account resources- Perform an end-to-end renewals motion with the customer, in a partnership with the account team- Identify upsell/ cross sell opportunities through renewals motion, that can deliver higher value outcomes for the customer and incremental ARR for vendor- Describe the customer's procurement process- Explain how the customer perceives value of their IT solutions- Identify the steps for developing a renewal quote- Identify steps to process exceptions or non-standard elements of a renewal quote- Identify the steps for processing an orderCisco Tools and Processes (15%)- Explain Smart Accounts and Smart Licensing- Explain Enterprise agreements- Explain licensing models- Explain the CX Portfolio (including newly introduced offers)- Explain the deal management (example: CCW) process
