the first action that a Renewals Manager should take is to download contract data and develop a

renewals strategy, which involves:

Using tools such as TPV, icebreaker, or CCW-R to access and analyze contract data

Segmenting contracts based on their size, complexity, expiration date, product coverage, etc.

Defining objectives, actions, timelines, and resources for each segment

Aligning with the account team on the renewals strategy and value proposition

Enterprise Agreements (EAs) represent the highest value for customers who want to simplify their

software licensing and management across their organization. EAs provide customers with:

Unlimited access to a suite of Cisco software products within a defined technology domain for a fixed

term and price

The ability to deploy software anytime, anywhere, without additional costs or approvals

The flexibility to grow and adjust their software usage without overage fees or penalties

The convenience of co-terminating all their subscriptions at the end of the EA term

The option to include Cisco services and support in their EA2

Reference: 2: Cisco Enterprise Agreement - 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.

La Carte licensing model is the most complex for a customer to manage because it requires the

customer to purchase and activate individual licenses for each product and feature they want to use.

This can result in a large number of licenses to track and renew, as well as compatibility issues

between different products and versions. A La Carte licensing also does not provide the benefits of

Cisco’s Software Buying Programs, such as financial predictability, access to incentives, and

subscription co-termination1.

Reference: 1: Cisco Software Licensing Guide - Cisco

:

A success indicator for a Renewals Manager that is valid is on-time renewal. On-time renewal

measures the percentage of customers who renew their contracts with Cisco before or on the

expiration date. On-time renewal reflects the Renewals Manager’s ability to retain customers and

revenue, as well as to increase customer satisfaction and loyalty. On-time renewal also reduces the

risk of losing customers to competitors or alternative solutions. On-time renewal is calculated by

dividing the number of customers who renew on time by the number of customers who are eligible

to renew in a given period. On-time renewal is different from other metrics such as increased

deployment of licenses, stabilized customer satisfaction scores, or new product introductions, which

are not directly related to the Renewals Manager’s role or performance.

:

The area of the Success Plan that the Renewal Manager is responsible for is Solution Renewal. The

Success Plan is a document that captures the account team’s strategy and actions to achieve

customer success. It defines the customer’s desired outcomes, identifies the potential barriers and

risks, outlines the key milestones and deliverables, and assigns roles and responsibilities to the

account team members. The Solution Renewal area of the Success Plan covers the activities related

to renewing the customer’s contract, such as reviewing the current solution, assessing the

customer’s satisfaction and value realization, proposing any improvements or enhancements,

negotiating the terms and conditions, and executing the renewal agreement. The Renewal Manager

is in charge of leading and managing the Solution Renewal area of the Success Plan, as well as

collaborating with other account team members, such as Customer Success Managers, Account

Executives, or Sales Engineers.

The primary measurement of success for a Renewals Manager is the renewal success rate, which is

the percentage of customers who renew their contracts with Cisco at the end of their term. The

renewal success rate reflects the Renewals Manager’s ability to retain customers and revenue, as

well as to increase customer satisfaction and loyalty. The renewal success rate is calculated by

dividing the number of customers who renew by the number of customers who are eligible to renew

in a given period. The renewal success rate is different from other metrics such as upsell percentage,

percentage of contracts closed, or iARR rate, which are not directly related to the Renewals

Manager’s role or performance.

Communicate value and the impact of Cisco solutions to the customer

Help the customer achieve their desired outcomes and realize the full potential of their investment

Provide feedback and insights on customer health, satisfaction, and adoption