Intersect Investments has enjoyed success in the financial services industry for many years; even so since September 11, 2001 the entire industry is experiencing turbulence and uncertainty. Intersect Investment is on a downward slide, barely able to wager its goals. A state of confusion exists at Intersect for quite some time now as the employees have been get mixed messages from the management. In order to survive, CEO Frank Jeffers has proposed a overbold vision based on a representative of customer intimacy. The new strategy is expected to build semipermanent customer relationships based on trust and value to the customer. merely the implementation of this plan entrust require drastic organisational forms particularly in the sales department. Frank has met with resistance to change from some of the key members of his senior staff and he has already replaced the Executive Vice President of Marketing and Sales, who did not have this initiative. The goal of this company is to return to the path of success by adopting the customer intimacy lesson that will improve relationships with customers, countenance sales, and decrease employee turnover. Intersect has done their homework, and know that this is the direction they will need to take.
The purpose of this paper is to identify issues and find solutions that will enable Intersect Investments to achieve these goals.
Situation Analysis
Issue and luck Identification
During the past year Intersect sales employee turnover has been up 25% and customer satisfaction has declined by more than 10%. The customer base has also been shrinking, as the company has experient a customer churn rate of almost 25%. The company CEO, Frank Jeffers, has been reluctant to bring about change. Nevertheless, after serious contemplation he has identified a new vision for the company: Provide a broad rig of products and services to consumers and small business customers using a model of...If you want to get a full essay, order it on our website: Orderessay
If you want to get a full essay, wisit our page: write my essay .
No comments:
Post a Comment