Forms is an additional feature, not included in standard site offer however it is cost effective and once installed, you can create, edit and administer your form via the ADMIN user interface. Add and take out features and fields as you require to meet new market requests and opportunities.
Forms are great tools for automating customer service processes. Forms are a customer service expectation. You can used them effectively to sane time - collecting and ordering data, responding to customers quickly, and you can filter and export to xml. Take the time out of data collection - think automation.