What was a major challenge faced by Wallace, Welch, and Willingham in their CRM system implementation?

User acceptance is a significant challenge in any Customer Relationship Management (CRM) system implementation. In the context of Wallace, Welch, and Willingham, gaining buy-in from users is essential for the success of the system. Often, employees may be resistant to adopting new technologies, fearing changes to their workflows or the potential for increased scrutiny. Their willingness to embrace the new system directly impacts its effectiveness; without user commitment, the CRM may not be used to its full potential, thus undermining the investment made in the technology.

Successful CRM implementation requires not just the technical deployment of the system but also an emphasis on training, support, and addressing users' concerns. When employees feel involved in the change process, they are more likely to accept and use the new system, leading to better customer relationship management and improved organizational efficiency.