Book Title: Case Studies in Business Management
Editor: Dr. Nilesh Anute
ISBN: 978-81-979197-9-4
Chapter: 10
DOI: https://doi.org/10.59646/csc10/253
Author: Prof. Dr. Amey Adinath Choudhari, Professor, JSPM’s Rajashi Shahu College of Engineering, Pune, Maharashtra, India.
Learning Objectives
This case study aims to explore the innovative strategies and customer-centric initiatives employed by ICICI Bank to maintain its leadership position in the Indian banking sector. Learners will understand how ICICI Bank leverages technology, digital channels, and personalized banking solutions to enhance customer satisfaction and operational efficiency. The study will also cover the challenges faced by a bank, like regulatory compliance and the measures taken to address these issues.