Case | HBS Case Collection | October 2004 (Revised March 2005)

Citizens Bank

by Rajiv Lal and Arar Han


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.

Keywords: Acquisition; Change Management; Customer Focus and Relationships; Employees; Leading Change; Performance Effectiveness; Banking Industry;


Lal, Rajiv, and Arar Han. "Citizens Bank." Harvard Business School Case 505-034, October 2004. (Revised March 2005.)