An 18 page paper that discusses how a financial investment services company is trying to make the transformation to a customer intimacy approach. Following an introduction, the key events of the company are reported, followed by the issues that are of concern. The writer discusses: opportunities for the company, stakeholder perspectives, definition of the problem and outcome or end-state goals. The writer then presents alternative solutions, analyzing each in terms of probability of success. A recommended solution to the problem is offered with justification. The writer also provides an implementation plan with evaluation criteria. The situation is such that one key player opposes the change to the customer intimacy approach. Bibliography lists 5 sources.
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institutions, regulatory barriers have been lowered and even many new entrants to the industry (University of Phoenix, n.d.). Advancing technology now allows anyone to access any information Online (University of
Phoenix, n.d.). Individuals and companies can conduct all their financial activities electronically (University of Phoenix, n.d.). In fact, the very nature of change has changed. Managers must also change if
their companies are going to remain competitive. Treacy and Wiersema (1995) proposed that each company must determine "the unique value that it alone can deliver to a chosen market"
(p. 88). These authors proposed three value disciplines: operational excellence, product leadership, and customer intimacy (Treacy and Wiersema, 1995). While companies should not ignore any of these disciplines, they
must choose one in which they can excel (Treacy and Wiersema, 1995). In the present scenario, Frank Jeffers, CEO of Intersect Investment Services decided his company would follow the
customer intimacy value discipline. This means the company will focus on building trusting relationships, becoming the trusted financial advisor for each customer and providing services that meet each customers needs.
Such a change is so large, it represents a transformation of the organization. Mindsets and traditional practices must change to a new focus. Frank perceives this transformation as
a change that will change the company around from its falling performance over the last few years. Problem Solution [Student, Im not sure what you mean by this
section.] The solution chosen to resolve the problems at this company is education, providing essential information to leaders and employees. Complementing this action is a change in the bonus plan
from bonuses being based on sales amounts to bonuses being based on customer loyalty. Situation Background Intersect Investment Services has been floundering for four years. A year
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