With the threat of the Web, they are exploring ways they can add value. With that information, we call our clients back to notify them of those changes. The Web has totally changed our role in handling clients. We can't afford to stay in business if we do business like we did before. In the auto industry, a debate still rages about the future of car dealerships.
Mixed signals abound.
Some carmakers are experimenting with direct online sales, but only on limited models. Meantime, some are embracing local dealers as they craft their e-commerce strategies. General Motors is working with its dealers to develop an online marketplace that will let consumers price and specify equipment online but turn to a local dealer for delivery and service. Ownership of the site is split evenly between GM and its dealers. We want to keep dealers in the loop.