| HBS Case Collection
(Revised from original 2004 version)
In November 2004, Larry Fish, chairman of Citizens Bank, is wondering about the challenges posed by the latest and largest acquisition in the history of the bank. Fish has always believed that the success of Citizens thus far was facilitated by the credo he introduced in 2002. With an ever-growing organization, and more acquisitions in the future, he needs to know what changes need to be made to continue the effectiveness of the credo and his commitment to customers, employees, and communities.
Customer Focus and Relationships;
Lal, Rajiv, and Arar Han. "Citizens Bank." Harvard Business School Case 505-034, March 2005. (Revised from original October 2004 version.)