Gap Analysis: Intersect Investments
Intersect Investments, a financial solutions company, wants to re-establish themselves in the financial industry after losing market share. In order to accomplish this, the CEO of Intersect, Frank Jeffers, decided to take his company down a different path; that of a customer intimacy model. To accomplish this task, Frank has hired Janet Angelo, as the new EVP, she has the experience and the knowledge of the customer intimacy model to meet Franks 12 month expectations. However, the obstacle that is present revolves around communication. Janet has to tackle the job of getting her own staff on board with Franks vision, then conveying a united front to the staff, and ultimately meeting the growth projections for Intersect as a whole.
The following sections will provide you with an understanding of the issues and opportunities at hand for Intersect; the perspectives and dilemmas faced in this scenario, the end state goal that Intersect would like to achieve and a gap analysis of where Intersect is presently and where Intersect wants to be, and what needs to occur for the vision of the new model to reach fruition.
Situation Analysis
Issue and Opportunity Identification
Since 2001, the financial services industry has been in a constant state of chaos. The inconsistency of the market has left many financial firms struggling to keep both their clients trust and Wall Streets credibility. Intersects CEO, Frank Jeffers, identified a new vision: “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 customers”. The concepts that are intertwined with the customer int ...