Perhaps because they are intangible assets, many organizations overlook and fail to protect domain names. Domain names provide powerful opportunities to be used proactively as a branding sword. Domain name registration and maintenance can also act as a shield to protect trademarks and prevent bad actors from causing reputational damage and extorting the organization.
Savvy organizations embrace customer feedback—even complaints. They understand that customer complaints are essential indicators of expectations and perceptions of quality. ISO 9001:2015 Quality Management Systems, in clause 9 – Performance Evaluation, requires complaint handling mechanisms.
This is not to suggest that written contracts provide perfect inoculation against lawsuits—litigants often misunderstand the obvious; written information may be open to multiple interpretations; and people sue even when they have no case. Two important considerations when making an agreement that you wish to be legally binding and enforceable in a court of law, are: