Since September 11, 2001, many financial companies in the sector have faced constant challenges and the unstable climate has led many companies, including Intersect Investments, to struggle to maintain trust of their customers and the credibility of Wall Street. Despite Intersect Investments' declining sales and client satisfaction, they have managed to survive the industry's instability. Intersect Investment CEO Frank Jeffers understands that to survive it would need to make a radical strategic shift by offering an ever-expanding range of last-minute products combined with expert advice. Its new vision is to provide a broad range of products and services to consumers and small businesses using a customer intimacy model that will build long-term relationships based on trust and value for customers. Frank Jeffers' new vision has also sparked controversy among some members of his own management team and Intersect Investments employees are making this infrastructure a challenge to achieve his goals and vision. He already let go of his current EVP of Marketing and Sales because the EVP did not support his new vision and continually failed to get his organization to follow the new approach. He hired Janet Angelo as his new executive vice president of marketing and sales because she has a proven track record of implementing a “customer intimacy” model. He believes she will be able to push the organization in the right direction to achieve the company's goals. Despite Janet's expertise and Frank Jeffers' vision of this rebranding and building long-term customer relationships, they also face internal conflicts where teamwork, collaboration, management Resistance to change and ethical conflicts with stakeholders are all problems that they will have to overcome in order to remain aligned with their new vision. Situation Analysis Identifying Problems and Opportunities The terrorist attack of September 11, 2001 caused many financial companies in the industry to be in a constant state of flux. Many external forces resulting from this event have caused many financial companies to make changes within their business in order to survive. “External forces for change come from outside the organization” (Kreitner & Kinicki, 2003, p. 674). Intersect Investments also faces the same issue of industry instability, forcing CEO Frank Jeffers to make a drastic strategic shift in order to maintain its clients' trust and Wall Street's credibility as a trusted advisor..