Problem Solution: Intersect Investments

Running head: PROBLEM SOLUTION: Intersect Investment Services

Problem Solution: Intersect Investment Services

University of Phoenix

Problem Solution: Intersect Investment Services.

Intersect Investment Services is a financial firm that has been under a tremendous amount of economic pressure for the last four years. After the September 11, 2001 World Trade disaster, customers have become weary in relation to the financial services industry. Intersect’s leadership team is in the need of rebuilding their customers relations in order to increase overall revenues and the firm’s CEO, Frank Jeffers, feels that this can be made possible with the implementation of anew “customer intimacy” model. Peppers, Rogers, and Hornby state, “A distinguishing characteristic of the customer-intimate firm is its ability to provide a complete solution to each customer’s needs rather than focusing on any product’s superior features and benefits.”

Describe the Situation

Issue and Opportunity Identification

Following the September 11, 2001 disasters, the financial services industry suffered an air of uncertainty. The industry’s unstable climate has caused many financial firms to lose their client’s trust and Wall Street’s credibility. In order to weather the storm, investment companies need to offer an array of up to date products and services combined with expert financial advisors. For the last four years Intersect Investment Services, a financial firm that has been struggling to survive, neglected to make a strategic transformation. Finally, realizing their inadequacies, Intersect’s CEO Frank Jeffers identified a new vision: “Provide a broad set of products and services to consumer and small business customers using a model of customer intimacy that will build long-term relationships based on trust and value to the customer.

CEO Jeffers understands