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Operational value investment. These investments are in systems that are key to the 

day-to-day running of the organisation. Such systems are often valuable in increasing 

efficiency or reducing costs, but they do not contribute directly to the performance of the 

business.

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Strategic value investment. Strategic investments will enhance the performance of a busi-

ness and should help in developing revenue. A customer relationship management system 

would increase customer loyalty, resulting in additional sales from existing customers.