Summary

"You cannot manage customers."

The increasing competition between the established brands is a major challenge in automobile sales. Innovative mobility concepts and engine technologies create a high complexity. However, technical innovations lose their differentiation character. Connectivity and driver assistance systems are become a hygiene factor.

Hanitsch, M. and Dmoch, T. (2012), You cannot manage customers, in: Mehl, R. and Hanitsch, M. (2012), (Ed.), Business&IT. The Top-Interviews of the Year 2012, p. 6-11.