With the implementation of CRM-project can often be faced with the facts of the resistance of employees to new technologies. This situation arises when they begin to feel the danger of losing self-control over their activities. Of course, since the introduction of CRM-system in the company usually increases the accessibility and transparency of business information, thereby making it publicly available information about the client, so painstakingly extracted specific employee, and therefore perceived by them as property. Also increase transparency of work with the client makes it possible not only the adequacy and quality of staff operations, but also interference the process of working with a client that could be construed as limiting the employee of his freedom of action. All this is quite a strong effect on the formation of an employee of a negative attitude towards CRM-project. In the case of a wide the proliferation of such relations in the team CRM-project will be doomed to failure. For risk management unsuccessful completion of CRM-project and prevent the loss of substantial investment, it is important to consider in detail and determine reasons for possible failure.
Reduce the number of risks CRM-project will help some of the scientific disciplines, particularly the socio-psychological theory of negation. Scientists have noticed that if an employee feels any restriction of freedom, for example, in negotiations, he has significantly reduced self-confidence. This condition is extremely negative impact on employee motivation, as its main task is to resistance factor that limits freedom. If as a result of employee is not able to eliminate these factors, the resistance gives way to despair, have a devastating effect on the results of its operations as a whole.