When you buy computer software, the purchase price is only a fraction of the real cost. In fact, the greatest "cost" of computer software lies in the installation, training, maintenance, upgrades, troubleshooting and time lost due to system failures and lack of user training. Many consultants estimate these expenses at 40 to 60 percent of an application's total cost.

A good support and upgrade strategy won't eliminate these costs, but it will help reduce them to a manageable level. Keep your tools (and your users) sharp, and you'll keep software downtime to a minimum.

Support

Some businesses view formal software training as a boondoggle. This is a big mistake. Users who get formal software training make better use of their computers more quickly. When users don't get proper training, they rely on the "shadow support" of more experienced users who usually have better things to do with their time. Either way, your business pays the price. If formal training isn't an option, consider alternatives such as self-paced tutorials or video training guides.