Gap Analysis: Intersect Investments
Situation Analysis
Issue and Opportunity Identification
Intersect Investment has been in the financial services industry since September 11, 2001. A year ago, Intersect CEO Frank Jeffers identified a new vision. The problem with this is that implementing this vision will require revolutionary organizational change, particularly in sales. Frank has already replace the EVP because he did not support the new philosophy Frank was leading his organization in and expects that his new EVP will get associates on board with his new vision. The issue is there is a lot of push back not only from employees but several of the important players. If some of the main stakeholders don’t jump on board quickly Intersect runs the risk of customer dissatisfaction because employees will not be fostering the new “trusted advisor” one on one relationship and customers will feel they can get better services elsewhere. Associates will become frustrated because they first don’t understand the vision because they have not been giving proper education about the change or what prompted the change. Therefore, they will be mostly concentrated on how many sales calls were made instead of taking a special interest in the customer which will cause the customer to become upset. In addition sales will decline because customers will take their business elsewhere. Intersect has the opportunity to start with the employees and develop a plan that will educate the employee and strengthen the sales goal simultaneously
End-State Vision
Intersect is a very aggressive company and the great news is that they are interested in putting their customers at the forefront of what they do. With this being said some of the practices that ...
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-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer