After discussing this case, students should be able to do the following: - Describe the technological and business-model disruptions facing the used-car industry in 2019. - Evaluate the steps taken by CarMax to transition to a customer-centric, product-driven organization. - Describe the role of product teams and design-thinking methods in the dual-track innovation process. - Debate CarMax's strategy to compete through an omnichannel experience. - Understand the differences in structure and approach between a typical project-focused organization and a product-focused organization.