Running head: PROBLEM SOLUTION: INTERSECT INVESTMENTS Problem Solution: Intersect Investments MBA520 University of Phoenix Problem Solution: Intersect Investments Situation Analysis Issue and Opportunity Identification Until now, Intersect Investments has been a formidable force in the Investment Services industry. Something has brought customers to decide that their accounts belong with other companies and not Intersect’s. One of those reasons is due to the salespeople and advisors. They have been pushing through calls quickly so that they can have time to call other potential customers, and existing ones, so they may quantify their sales as quick as possible. This has left customers feeling not cared for and feeling like they are only being used for their money. Intersect’s CEO, Frank Jeffers, has brought to the company a reason to change, and a new vision. The new way to deal with customers is using a customer intimacy model that deals with more caring, requiring longer phone calls, and more time in customer meetings. The sales department does not see eye to eye with the CEO due to their misunderstanding of the new model. They have a strong belief in the quantity of sales making the company money rather than the quality. This brings an opportunity to meet with the CEO intimately, and learn the reasons why the new model will work through studying benchmarking consisting of companies that have been extremely successful using that process. Another issue is the misalignment of what the company wants to sell, and what the sellers know about the new products and services. This has been an ongoing problem within customer interactions. Sellers are being told to push new goods that they have not been taught about. A mass briefing consisting of all company employees can help spread the information on the new services, thus instilling knowledge to the salespeople on exactly what they are selling. Although the Sales Vice President, Lyn Chen, has received...