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Customer. if you disappoint them, if you make something that falls apart, forget it. you don't get that customer back again. all i want to do is grow my customer base. i want to be where that customer needs and wants me with good stuff. >> when you develop your business plan, don't be afraid to write everything down. everything that comes into your mind. because ultimately, if you have a good business plan, well thought out, well designed, carried out for a year or two or three, you can start to follow that plan in an orderly fashion. doesn't always work. it doesn't always work. doesn't always...

Customer. if you disappoint them, if you make something that falls apart, forget it. you don't get that customer back again. and all i want to do is grow my customer base. i want to be where that customer needs and wants me with good stuff. when you develop your business plan, don't be afraid to write everything down. everything that comes into your mind, because ultimately, if you have a good business plan, well thought out, well designed, carried out for a year or two or three, you can start to follow that plan in an orderly fashion. doesn't always work. it doesn't always work. it doesn't al...

>> i would start with understanding how the customer makes a purchase decision and what their critical touch points are along the way. literally at the deal level and account level. and working backwards from that, i would understand how to serve the customer at those critical moments, determine what kind of salesperson that i need. determine whether or not the contact needs to be virtual contact or face-to-face contact. determine a work load capacity, how often do i need to call on that person, determine how many salespeople i need. determine the type of tools i would need to meet those parti...

For you. so, how do you build your sales force? >> i would start with understanding how the customer makes a decision, and touch point along the way, deal level and account level. working backwards from that i would understand how to seb the customer at those critical moments, determine the salesperson i need, determine whether or not the contact needs to be virtual contact or face-to-face contact. determine a workload capacity, how often i need to call on that person, determining how many salespeople i need. determining the type of tools i need to meet those particular customer needs. >> it's...

Three, boost your product or service offerings. consider what your customer needs and how you can best meet those needs even if they don't exactly match up with your core products right now. four, revamp your marketing. analyze your strategy and make sure the tools you're using are reaching your target audience. number five, impress loyal customers. don't offer simply what's expected. going above and beyond will have your clients coming back every time. still to come, building an advisory board and understanding the metrics to find out if your advertising is working. and how did the owner of...