Why scores fail
Scores get ignored when they are black boxes, change weekly, or contradict rep intuition with no explanation. Trust comes from documentation and stability, not model sophistication.
Build process
- Define the decision the score feeds. Routing, tiering, or suppress/act — a score without a decision is decoration.
- Choose few inputs. 4–6 inputs beat 15. Each input must be available at score time and reasonably fresh.
- Document weights. A table anyone can read: input, weight, why. If you cannot explain a score to a rep in one sentence, it is not ready.
- Backtest where possible. Score last quarter's closed-won vs closed-lost accounts; adjust weights if the signal is absent.
- Freeze and monitor. Change scores on a schedule (quarterly), with a changelog. Silent weight edits destroy trust permanently.
Implementation notes
Write scores to the CRM as discrete fields (score + tier + top factors), never overwrite rep-owned fields, and include the score date so staleness is visible.
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