Problem Solution: Intersect Investments
Intersect Investment Services is a financial investment company that has barely survived financially. The company has recently had a change in philosophy concerning customer relationship management. Until recently the company has concentrated it sales on purely making the sales to the customer to increase profitability. Now the company through benchmarking other financial companies and reading some of the bad publicity of other financial companies has realized that profitability relies in providing customers with trusted advisors as well as services that add value to the customer called customer intimacy. Frank Jeffers the company's CEO has owned this new philosophy and has set customer intimacy as the vision for the company's future.
The change in philosophy has triggered some emotional responses by employees as well as managers within the company. The past executive vice president of marketing and sales has been terminated for failure to implement the customer intimacy model in marketing and sales. The new executive vice president of marketing is Janet Angelo who comes to the company with past success in implementing a customer intimacy model with other companies. Frank has tasked Janet with implementing the customer intimacy model throughout the sales and marketing departments with criteria to increases each quarter with full implementation of the customer intimacy model within twelve months.
Janet has had meetings with the leadership staff and other employees to get a feel for the environment and to inform employees of the company's vision for the future. Janet has found that her Vice President of Sales, Lyn Chen, is somewhat opposed to the implementation of the new mod ...