It applies in any business. Shoemakers should be run by shoe guys, and software firms by software guys, and supermarkets by supermarket guys. With the advice and support of their bean counters, absolutely, but with the final word going to those who live and breathe the customer experience. Passion and drive for excellence will win over the computer-like, dispassionate, analysis-driven philosophy every time.

Car Guys vs. Bean Counters: The Battle for the Soul of American Business (ed. Penguin, 2011) - ISBN: 9781101516027