Case | HBS Case Collection | September 1999 (Revised April 2001)

Credit Suisse (A) (Abridged)

by W. Earl Sasser and William E. Fulmer


Credit Suisse is looking for ways to differentiate itself from current and likely competitors. After two years of restructuring, the bank's leadership wants profitable growth. It has decided to emphasize customer service.

Keywords: Restructuring; Competitive Advantage; Customer Satisfaction; Banks and Banking; Growth and Development Strategy; Banking Industry; Retail Industry;


Sasser, W. Earl, and William E. Fulmer. "Credit Suisse (A) (Abridged)." Harvard Business School Case 800-154, September 1999. (Revised April 2001.)