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(originally published by Booz & Company)


Follow the Customer, Follow the Car

Author Profiles:

Yoshiyuki Kishimoto is a senior executive advisor to Booz & Company based in Tokyo. He has broad-based financial-services experience, with more than 20 years in consulting to banking, securities, insurance, and nonbank financing firms.

Hiroyuki Sawada is a Booz & Company partner based in Japan. He specializes in business transformation, especially the strategic and competitive dynamics of industrial reconstruction including acquisitions, alliances, and the integration of organizations.

Chieko Matsuda is a partner in Booz & Company’s Tokyo office. She focuses on strategic finance and business strategy for top management, including the fields of business portfolio management, financial decision making, mergers and acquisitions, investor relations, and credit ratings.
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  1. Shumeet Banerji, “Navigating Through the Financial Crisis,” Booz & Company white paper, October 2008: Why the downturn may lead to a saner financial system, and create opportunity.
  2. Edward Chancellor, Devil Take the Hindmost: A History of Financial Speculation (Plume, 2000): Why people continue to make the same mistake with bubbles.
  3. Lawrence M. Fisher, “The Prophet of Unintended Consequences,” s+b, Fall 2005: Profile of a pioneer of system dynamics modeling who predicted this type of economic crisis precisely because of the problems of excessive financial growth. 
  4. John Kenneth Galbraith, A Short History of Financial Euphoria (Penguin, 1994): Galbraith analyzed historical bubbles (from Dutch tulip speculation to the Japanese bubble) and concluded that the common root cause is leverage.
  5. Klaus-Peter Gushurst, Ivan de Souza, and Vanessa Wallace, “Taking a Calmer View,” Booz & Company white paper, October 2008: For the financial-services industry, out of the severity of the downturn will emerge a sustainable new regime.
  6. Evan R. Hirsh, Louis F. Rodewig, Peter Soliman, and Steven B. Wheeler, “Changing Channels in the Automotive Industry: The Future of Automotive Marketing and Distribution,” s+b, First Quarter 1999: Introduced the concept of “follow the car” and “follow the customer.”
  7. David Magee, Turnaround: How Carlos Ghosn Rescued Nissan (Collins Business, 2003): Well-written account of the Nissan-Renault “constructive consolidation.”
  8. Steven Wheeler and Evan Hirsh, Channel Champions: How Leading Companies Build New Strategies to Serve Customers (Jossey Bass, 1999): Emphasizes the importance of downstream revenues and customer retention. 
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