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Janet was hired for her expertise in implementing a "Customer Intimacy" model at two other companies and most recently at a bank. In all three places, Janet was able to improve customer loyalty and increase sales. Janet recognizes that moving from a traditional customer service relationship to a "customer intimacy" model requires major organizational restructuring, and that in her previous positions, she had the luxury of making those changes gradually over three years' time. At Intersect, she has only 12 months. The main reference for this assignment was Kinicki & Kreitner's Organizational Behavior along with other research conducted by this learning team...
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