Intersect Gap

Gap Analysis: Intersect Investments

Percy D

University of Phoenix

Gap Analysis: Intersect Investments

Change is inevitable and usually causes people and companies to lose their area of comfort. Managers still have to produce results although they are out of their comfort zones. September 11, 2001 completely removed most businesses in the United States from their comfort zones and any business dealing in financial services was affected. Frank Jeffers, Intersect’s Chief Executive Officer, has decided to create a new vision for the company to provide a comfort zone for his customers. Customer satisfaction and sales have declined and even some loyal customers are becoming frustrated and may abandon their relationship. To combat this trend, Frank hired Janet Angelo as Executive Vice President of Marketing and Sales in the position because of her expert of instructing customer intimacy. Janet has 12 months to make Frank’s vision for the company successful.

Issue and Opportunity Identification

Intersect Investment Company is looking for more ways to increase profit margins and customer loyalty. Frank Jeffers as the CEO wants a program where the employees become trusted advisors. This new vision calls for more time spent with customers making conversation and less time spent trying to sell products. This model of customer intimacy provides Intersect with opportunities to increase sales goals through longer professional relationships. The improving of customer relationships and production of money over time will create a high level of credibility on Wall Street. Janet has pressure from Frank to have the task of customer intimacy completed in 12 months and she also has adversity from the employees. Frank has given the green light to Janet to terminate positions of those that are not cooperative to send a message; Janet is trying to find alternative solutions to convey the importance of customer intimacy. “Motivation represents the forces...