Not long ago, Marybeth Roberts took a ride from Amgen's office in Thousand Oaks, Calif., to Santa Monica to check on a meeting she was overseeing. It wasn't because of a lack of confidence in the supplier hired to run the meeting, or to troubleshoot. She just decided to put in a courtesy call. “I didn't need to be there,” says Roberts, senior manager, meetings and trade shows at the biotechnology company. “I knew the supplier was doing a phenomenal job. But it's important for me to get in ...

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