Problem Solution: Intersect Investments
Intersect Investment is an organization in the financial services industry, that has struggled in the past and withstood making a strategic move. A new vision is recognized that will offer products and services to clients using a model of customer intimacy. With the new model come many opportunities. However, not all opportunities are issue free. The organization must make a transformation change to ensure its success in the marketplace. Senior leaders of Intersect Investment must demonstrate strategic capability realizing the customer as a valuable asset towards growth and internalizing this idea in order to make it a reality. The end-state goal is ultimately the success of Intersect Investment in the next 12 months. Some changes need to be made in order to meet the goals of the organization.
Situation Analysis
Issue and Opportunity Identification
After September 11, 2001, the financial services industry has been instable and unpredictable. Many firms are failing to demonstrate confidence to their clients and Wall Street. In the past year, Intersect Investment has endured sales employee turnover increase by 25%, and customer satisfaction has dropped by more than 10%. The president of Innovative Building Solutions, a small business client sent an email to Frank stating, “How can I look at you as trusted advisors when you can’t deliver what you advertise, let alone offer ‘trusted’ advice from my account manager” (Scenario: Intersect Investment). Another major issue Intersect faces is conflict within its senior leadership team. As of a one year ago, Intersect CEO identified a new vision. The implementation of this new vision requires “transformational change” and “strategic capability” to be the focus for future suc ...