The primary learning objective of this case is to discuss the balance between technology and customer focus in order to maximize IT effectiveness in the organization. The case illustrates the changing role of the information technology (IT) division within a large Canadian financial institution.
Brohman, M. Kathryn and Huff, Sid, "Riverbank Financial: Balancing the Pendulum" (1998). ICIS 1998 Proceedings. 45.