All CRM applications can be prone to suffer from resistance to adoption.

There are three principle reasons behind this:

The user may tend to resist an application that they see as capturing their client knowledge and the ‘black art’ of their working methods
The user may feel the application is counter-intuitive, because they have a highly individualised way of working, and because the underlying business logic is often complex, making the application difficult to learn. Front-end business users are not always the most patient

The new application may tend to mirror or duplicate the old application with which the user is comfortable, and therefore appear to add little value, at least in the beginning, over the technology that it is replacing.