I've been wondering whether lead scoring sometimes adds an extra layer of interpretation that businesses don't really need.

A CRM might give someone a score of 72 because of their company size, job title, pages visited, or a few other fields.

But then someone still has to look at the actual request and figure out what the person is trying to do.

It makes me wonder whether, in some cases, the information someone provides directly is more useful than turning that information into a number first.

For example, if a customer explains exactly what they need, why not use that information to determine how the request should be handled instead of relying mainly on a score?

I've been thinking about this, where the submitted information can be used directly when deciding how a customer request should be handled.

For people who work with CRMs:

When has lead scoring genuinely helped your team make a better decision, and when has it just created another field for someone to interpret?