Contract Management - from Operational Overload to Strategic Value

As we launch the 2025 benchmark survey, it’s worth reflecting on why this study matters and how contributors make use of the results.

In the 2021 and 2023 reports, delivering strategic value topped the list of priorities. With AI coming fast over the horizon, moving away from reactive, transactional work is becoming an urgent need. ‘Operational overload’ is one of the most common reasons given for failing to make the shift. 

The story is familiar: commercial and contract management teams are too busy firefighting, dealing with urgent issues, and keeping the business running to step back and think about the bigger picture. But while operational overload is real, it can also become an excuse - one that keeps organizations trapped in a cycle of inefficiency, unable to make changes and move toward delivering true strategic value.

The challenge isn’t just about workload; it’s about clarity. What does strategic value actually mean? Too often, teams are told they need to be more strategic without a clear definition of what that looks like. If you don’t know what you’re aiming for, or how to get there, it’s impossible to make meaningful progress.

Defining Strategic Value: More Than Just Words

Strategic value isn’t just about cost savings, efficiency, greater speed or compliance. It’s about shaping business decisions, driving competitive advantage, and positioning the business for long-term success. This requires moving beyond transactional tasks and becoming an insight-driven function that influences outcomes rather than just providing inputs or reacting to problems.

To do this, CCM teams need to demonstrate clear sources of insight and value that distinguish them from others in the business.

• Understand the market landscape. What trends, risks, and opportunities are emerging that require shifts in commercial offerings, contract terms or business capabilities?
• Identify what drives success. What do high-performing organizations do differently in the way they design or deliver commercial and contracting capabilities and what benefits does this bring?
• Shift focus from short-term fixes to long-term impact. How do decisions today create value tomorrow?

Market Insights: The Visibility You Need to Make the Shift

Without market insights, strategy is just guesswork. Visibility into trends, competitors, and customer expectations is essential for making informed decisions and setting the right priorities. But where do these insights come from?

• Industry Reports & Research – Understanding broader market trends and how other organizations are evolving.
• Supplier & Partner Engagement – Gaining insight into capabilities, innovations, and best practices from external providers.
• Customer & Stakeholder Feedback – Identifying pain points and expectations to align procurement, contracting, and commercial decisions with business needs.
• Technology & Data Analytics – Leveraging AI, predictive analytics, and real-time data to identify risks and opportunities faster.

Benchmarking: The Key to Setting Direction and Gaining Support

Even with strong market insights, shifting from operational overload to strategic value requires buy-in. One of the most effective ways to secure support is through benchmarking—measuring performance against peers, industry standards, or best practices. So this is why since 2004 WorldCC has  provided the opportunity to participate in a benchmarking survey, operating across industries and geographies. These have assisted many hundreds of practitioners to:

• Set a clear direction – Identifying where the organization stands and what needs to change.
• Make the case for change – Demonstrating the gap between current performance and industry leaders.
• Prioritize efforts – Focusing resources on the areas that will have the greatest impact.
• Measure progress – Tracking improvements and showing tangible results over time.

Breaking Free from the Overload Trap

Operational overload won’t disappear overnight, but it shouldn’t be an excuse to stay stuck. The shift to strategic value starts with clarity - knowing what it means, where insights come from, and how benchmarking can set the direction. The organizations that make this shift don’t just react to change; they anticipate and shape it. The real question is: will you?

Take part in the 2025 Benchmark Study

Participate in WorldCC's bi-annual Benchmark Survey to gain crucial insights. Compare your practices against global standards and pinpoint areas for improvement. This year's survey also tracks progress, showing how the industry is evolving compared to past benchmarks. Participants receive a detailed report, released in later this year, outlining key trends, priorities, and variations across the globe. The survey takes 35-50 minutes to complete.

Your voice is important. Help shape the future of commercial and contract management: worldcc.info/benchmark-2025