Running head: PROBLEM SOLUTION: Intersect Investment Services
Problem Solution: Intersect Investment Services
Carla Shepherd
University of Phoenix
May 15, 2006
MBA520
Problem Solution: Intersect Investment Services
In today's financial environment, the customer is the key to corporate success. Realizing this, Intersect Investment Services developed a customer intimacy model to "build long-term relationships built on trust and value"(Scenario, n.d., pg1). Execution of the customer intimacy model requires commitment from all levels of the organization. This paper will review the leadership issues and opportunities presented before the company in the execution of the model. It will also define the problem that the company must address to realize success.
Situation Background (Step 1)
In this scenario, Intersect Investment Services is approximately one year into defining the process to implement the customer intimacy model. The company has had some successes and failures in the process. Along the way, the Executive Vice President did not support the corporate vision for the model and was replaced. The new EVP of Marketing and Sales has been tasked with successfully implementing the model over the next 12 months.
Janet Angelo has been charged with assessing the current state of the company, and identifying issues. Through open communication with the sales leaders and the employees, Janet is able to adequately assess the damage created by her predecessor and opportunities for change.
Issue Identification
There are several leadership issues within Intersect Investment Services. The first is that the current leadership team lacks commitment to th ...