cameron and green making-sense-of-change-management

Cultural changeHighShow it to me!Prove it to me!Interest inthe detailof theirfinancesNot interested!Do it for me!LowLow Knowledge of financial products HighFigure 7.3Segmentation of financial services customers• What was the organizational capability to deliver that advice (profitably)?• Could the organization be developed to bridge any gaps?The areas that showed most promise were those potential customers whoeither were interested in investing in their financial future but neededhelp in negotiating their way through the financial maze, or did not havethe interest but wanted someone to do it for them, and do it well. Thesewere the ‘Show it to me!’ and ‘Do it for me!’ customers.Although those in the High–High quadrant were generally high networth individuals, the people who fell into that category wanted a highlevel of service but were also more liable to shift their savings and investmentsfrom one financial institution to another fairly frequently. TheLow–Low quadrant likewise required a high level of support but did notnecessarily have the available funds to warrant that level of investmentfrom the organization.Once the primary focus for business development opportunities hadbeen established, the next stage was to decide what sorts of things neededto happen for customer needs to be satisfied. This included outlining the271