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To counter this crisis the CEO of Intersect Investment Frank Jeffers, identified the following 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." In order to fulfill this vision, the company had to adopt the ideology of "customer intimacy". Thought this may have seemed to be easily obtainable, this rapid strategic shift resulted in a few unforeseen issues. The following text will briefly examine the situation. While doing a focus will be placed on the issues/opportunities, view the perspectives of the stakeholders, establish an "end vision", and look at the gap that stands between the problem and the solution...
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