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It is no longer sufficient for an organization to be lean, agile and efficient. Its entire supply chain must also perform as the company itself does. If some customers are excessively high-maintenance, they erode profit margins. Who are these troublesome customers, and how much do they drag down profits? Once you know, what corrective actions should you take? This detailed white paper explores the value of activity-based cost management (ABC/M) in determining customer profitability. It describes the insights gained from validly measuring customer profitability and how organizations apply performance management systems to manage changing strategies for increasing profit, reducing cost and improving performance throughout the enterprise.