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Running head: PROBLEM SOLUTION: INTERSECT INVESTMENTS
Problem Solution: Intersect Investments
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Problem Solution: Intersect Investments
Intersect investments CEO Frank Jeffers recognizes the changes in the financial service industry and realizes his company needs change. Companies that try cost-cutting tactics by increase number of service calls and reducing the average call time are losing customers and employees at a quicker rate then in the past years. Frank's Vice President of Marketing Joel Contino has benchmarked data from IT solutions providers and the telecommunications industry and found companies which the customer intimacy model cause more growth at a faster rate then those who don't use. Data from Western Telecom showed reps got 20 percent more revenues a day and calls where longer. After this data, Frank Jeffers now has created a vision that will change Intersect Investment Services to a company who will provide products and services using a model of customer intimacy to build trust, value, and relationships with its customers.
Much of the situation at Intersect Investment has to do with the workforce. The culture at Intersect Investment has been totally a state of confusion for quite some time now. People love working for the company but never know what direction the company is going. This is because too many of the leaders and management has sent mixed signals. One manager is trying to cut corners by reducing cost, which the result is causing lower quality of services. Another leader wants to improve quality no matter what the charts say. CEO Frank Jeffers has organized a team that he feels w ...