You're not alone: we've heard it over and over again. The good old websites vs web applications debate is a fire that every so often, is rekindled here and there.
One of the most crucial points to pay attention to on your website are your contact forms, sign up forms, checkout forms and so on. Yet so many people get them wrong.
It's difficult - estimating anything about a project and confidently saying "Yes it will take 3 days" or saying "Yes, we understand what you need" is not something you can easily do.