What is success in strategic meetings management? For many, it's the gradual advancement of programs to new business units, acquisitions, geographies or types of meetings, such as large, citywide events that are especially prevalent with technology companies.
Despite the comments from experts about savings in the last chapter, survey respondents clearly indicated that total savings is the overwhelming success metric. In a two-way tie for second were savings from sourcing initiatives only, satisfaction of attendees or meeting sponsors and compliance to policy.
Evolution of success
Eli Lilly's Vera Schuster noted that once she expanded her program to key countries in Europe and Asia with contracts, reporting, standardized processes, key customer service metrics and other values, she wanted"optimization. I want to see results from adherence to the preferred hotel program, results from sourcing or e-sourcing of venue. It's a journey in continuous improvement." In year six of her program, Schuster, Lilly's Global Travel and Meetings Services Director, said it might not hit all the metrics of the"most mature model" of SMM. "Yet, we have shown the value."