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Book Excerpt: In Action: Measuring Return on Investment, Volume 3

Chapter: Partnering to Achieve Measurable Business Results in the New Economy

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First Union is the nation's sixth largest bank holding company, and it serves more than 16 million customers. It has the third largest branch network and a footprint that spans from Connecticut to Miami. With more than 1 million online banking customers, the nation's sixth largest brokerage firm, and 70,000 plus employees, the company is always competing to be better by providing higher levels of c

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