Intersect Investment Gap Analysis
Gap Analysis: Intersect Investments
Intersect Investment is currently barely surviving. The CEO Frank Jeffers has realized that in order for Intersect to survive the volatile climate of the financial services industry, it must expand the services it provides and step up the service level it provides to its customers. To do this, Frank Jeffers has identified a new vision for Intersect: "Provide a broad set of products and services to consumers 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 believes that when Intersect improves its brand image and establishes long-term relationships with its customers that they will gain Wall Streets trust and perhaps its ethics will never be in question.
Situation Analysis
Issue and Opportunity Identification
In the financial services industry, success is no longer about which products and services meet customer's needs right now. Customers must believe that they are getting exceptional customer service along with customized solutions that meet their needs. Frank Jeffers, CEO of Intersect Investment wants to grow the company's customer base with people who will not leave for the best offer.
Lyn Chen, VP of Sales does not believe that the customer intimacy model is a smart change for Intersect Investments. In the past five years, she has had a 14 percent increase in her sales goals, and only a five percent increase in her head count. She is more concerned with getting her team to spend less time on every call because more calls will result in more sales. She does not want her team to spend extra time with each customer tying to build a "trusted advisor" relationship. Her goals, are to increase sales by 16 percent with only a five percent increase in headcount, she wants to continue reducing each call by five percent and increase the price by four percent. She agrees that eight new products...
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