The automotive industry has been a leader in managing complexities in technologies, product development, global supply, production, distribu­ tion and sales and marketing.

However, the industry has largely failed to deliver at the customer end of the supply chain: in the critical areas of sales, service and support. Customers today are expecting high levels of service, ample information and open, honest pricing. Their rising dissatisfaction with the traditional car-purchasing experience is forcing change. This chapter describes how the industry can make the break from its production-driven push-based sales, marketing and distribution traditions and redesign its customer service and supply chain activities around a pull-based system. By putting the customer firmly in the driver’s seat in the supply chain, man­ ufacturers will be able to respond more quickly and cost effectively to customers’ needs.