Jim answers questions from fellow Drillers (More questions with answers here , Work Overview here , Index of concepts here ) Topic Overview Hi again folks, Jim Novo here. HIgh end hardgoods. One of the most difficult retail categories to deal with from a customer retention perspective, both offline and online. Only vehicles are tougher. In some ways, the category can be easier online, but perhaps not for a single local store due to competition. So what’s the best way to attack the repeat purchase peoblem? Focus on where you have the highest likelihood of success – 2nd purchase Latency . Ready for the Drillin’? Q:   I loved your book, thanks.  Armed with it, I feel like I can achieve much more than most small retailers in terms of CRM. A:   Thanks for the kind words!…