Even if you choose the right vendor and the right product, the success of your SFA project is far from guaranteed. The right SFA software implementation ensures the system is tailored to your organization's specific needs, and proper training is essential to getting your sales team up and running.

Training and rollout Once the system has been customized (and installed on your servers, in the case of a client-sever system), your SFA vendor will conduct training to teach your salespeople how to use the new system. In some ways, training is the most critical step of the entire process.

Training can range from minimal - an hour or two over the phone plus some manuals - to extensive, where the vendor brings trainers to your office for multiple-day training classes. Many vendors only do phone training. While many people prefer to learn in person, the advantage of phone training is that the users are at their own desks, using the actual system in the right environment, without the costs of bringing trainers in.

On the other hand, if you choose a local vendor who does on-site support, having someone who can look over people's shoulders, answer questions, and troubleshoot any rough edges for the first day or two can be a big plus. Many vendors offer multiple training options, including phone, webcasts, on-site, and classroom training. Work with your vendor to get the training you feel most comfortable with.

One tactic that has proven successful for several BuyerZone customers is to train one or two "superusers" first. Superusers are those people in any organization that simply are more comfortable using new applications, and often become the first person their peers turn to with basic usage questions. By training a couple of superusers, the vendor can work very closely with them to make sure that all the configuration and customization work matches expectations. Once the superusers are on board, the training is rolled out to the rest of the sales force, and the superusers become the first line of support for their coworkers.

Ongoing support For the first 30, 60, or 90 days, you should get free telephone support for your new system. Most vendors will include this in the contract. Some will extend the support out to a full year; others will charge a annual support fee. You should inquire about different levels of support for user questions and administration issues, as well as policies on upgrades and expansion.