My computer crashed today, and after I ran the Recovery CDs I was faced with the chore of reinstalling all my software. I had most of the CDs; the ones I didn't have I downloaded from the companies' web sites using the registration or installation codes. QuickBooks offers no ability to download their software... not only that, but they charged me $20 plus shipping to send me a new CD. What kind of policy is that? Is that my spanking for losing a CD? This is a perfect example of the need to evaluate corporate policies from the customer viewpoint and ask, 'will this policy advance or hinder customer relationships and trust -- Yes or no.'