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Problem Solution: Intersect Investment Services.
Intersect Investment Services is a financial firm that has found itself struggling to survive in a financial services industry that has been in a "state of flux" ever since the terrorist attacks on September 11, 2001. Customers have become very weary about placing their trust and their money in the hands of the financial services industry. As a result, Intersect Investment Services' CEO, Frank Jeffers, has developed a "customer intimacy" plan that is designed to "Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer" (Jeffers, 2005).
While Frank's plan offers a wide range of opportunities for Intersect, the plan also poses a wide range of challenges that will test the company's leadership team's ability to manage organizational change as well as changing market expectations. Frank has set an optimistic deadline of 12 months that will require the cooperation and determination of everyone within the company. The goals have been set, the issues and opportunities identified, and the stakeholders are in place. Now Intersect just needs to put the pieces together to make the company's vision a reality.
Describe the Situation
In order to make his vision a reality, Frank has recently hired Janet Angelo for her knowledge and experience in implementing "customer intimacy" models for other companies. Frank is counting on Janet to turn the company around by restoring customer trust and confidence in the company. Due to both internal and external forces, Intersect has lost some of its customers trust. Franks " ...