Gap Analysis: Intersect Investments
The financial industry is often unpredictable. Intersect Investments has managed to survive through the instability of the industry despite experiencing a decline in sales and customer satisfaction. CEO Frank Jeffers realized the need to make a drastic change which involves transforming the company in an effort to recover from the recent losses. The new vision will expand products and services while increasing customer loyalty. The new culture will be based on a model of customer intimacy. In their efforts to change, Intersect Investments has come across obstacles within its infrastructure that could negatively impact the company goals if not resolved immediately. Jeffers has brought in Janet Angelo as the EVP of Sales and Marketing to bring all departments together in order for Intersect Investments to improve its brand image and establish long-term relationships with its customers. Once resolved, Intersect Investments will be on the way achieving stability in an industry considered to be chaotic.
Problem Statement
Intersect will become an industry leader using the customer intimacy model by assuring that employees embrace the new model within 12 months.
Situation Analysis
Issue and Opportunity Identification
Intersect Investment is facing a new set of challenges for a company in the financial services sector for numerous reasons. The financial world has been forced to operate under a more impulsive, uncertain and chaotic state. Due to these circumstances, financial service providers have been forced to change their business approach in numerous ways. These changes include changes in the products they offer as well as changing the way they conduct business with their custom ...