Summary: Repeat business also has a lot to do with building customer trust. You want customers to view your company as the ultimate source for your set of products or services. That means having the best presentation, product, cost/value relationship and customer service in your niche. It also means reaching out to customers with special offers, targeted mailings, continuity programs and appreciation letters that instill loyalty. Loyalty means repeat business.

Summary: Think about the last time you had a negative buying experience. Did an e-commerce site fail to respond to your email query? Or maybe a sales associate at your neighborhood computer store didn't know the difference between a floppy drive and a hard drive. Perhaps you were left on hold for an inordinate amount of time when you called a mail-order company's toll-free line.

Summary: Yes, and it may be a wise idea. It's no secret that many customer relationship management (CRM) implementations fall short of their expectations or are completely unsuccessful

Summary: Whether you're launching a new Web site or making enhancements to your current one, stop and think about how you can improve your site and make it easier for people to use.