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Activity-Based Costing (ABC) data, a key component in performance management, permeates every single element in the scenario to help balance the sometimes competing values. ABC itself is not an improvement program or execution system like several other systems in the figure. ABC data serve as a discovery mechanism and an enabler for the systems to support better decision making. For example, ABC links customer value management (as determined by CI and CRM systems) to shareholder value creation, which is heralded as essential for economic value management. The tug-of-war between CI/CRM and shareholder wealth creation is the trade-off of adding more value for customers at the risk of reducing wealth to shareholders.

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