Redesigning CarMax to Deliver an Omni-Channel Customer Experience
Name
MIT_CISRwp442_CarMax_RossBeathNelson.pdf
Size
1.63 MB
Format
Adobe PDF
Checksum (MD5)
be73a5b6d48242863ae68ea3696472d0
Author(s)
Ross, Jeanne W.
Beath, Cynthia M.
Nelson, R. Ryan
Date Issued
June 18, 2020
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Ross, Jeanne W., Cynthia M. Beath, and R. Ryan Nelson. “Redesigning CarMax to Deliver an Omni-Channel Customer Experience.” Working paper 442, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 2020. https://dspace.mit.edu/handle/1721.1/175420.
Series/Report no.
MIT Sloan School of Management Working Paper 6771-20
CISR Working Paper 442
Abstract
CarMax became the US s leading used car dealer by providing a great customer experience in an industry known for bad experiences. Around 2015 the company embarked on a digital transformation that evolved into a vision for an omni-channel business model. This case reviews the company s transformation journey, highlighting its adoption of empowered teams and two-in-a-box management approaches. The case observes how the company s transformation helped it respond to the COVID-19 crisis and positioned CarMax for sustained growth.
Subjects
Designed for Digital
Organizational Structure and Agility
Employee Experience
Enterprise Architecture
Terms of Use
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