Gap Analysis Intersect Investments

Essay by rlundayUniversity, Master's September 2010

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Gap Analysis: Intersect Investments

University of Phoenix


Gap Analysis

Intersect Investment is a financial services organization that has been struggling to compete in the financial industry. A transformation in the company's vision must be addressed to increase the customer base and improve relationships that will assist them in at least attaining number three in the industry. "Transformational change: The ability of and the process that leaders use to transform the very nature of an organization in order to help ensure its success in the marketplace," (University of Phoenix, 2010). Intersect Investment' revenue targets have fallen, employee turnover in the sales department is up 25%, and customer satisfaction is down 10%. Lyn Chen's ability to maintain a top industry rating in customer satisfaction and her ability to inspire and motivate sales teams has diminished and vocally opposes the change to a "customer intimacy" model.

Problem Statement

Intersect Investments will be a financial market leader by implementing a new customer intimacy model and providing a broad set of products and services to their customers while reducing its turnover rate, increasing sales.

Intersect Investment, like others in the financial industry has been very unpredictable, leaving them straining to maintain their clients trust along with Wall Street open with investors. They have continued to struggle over the past few years and but is still surviving. One year earlier, the CEO, Frank Jeffers made a decision to move the company toward change. Jeffers identified a new vision that would increase profit and retain customers, providing a wide range of products and services to small businesses and consumers using the customer intimacy model. Using this model will allow the company to build long term relationships that will be based on...