It's hard for a CSR to qualify a lead, though. I mean, a CSR may identify some obvious need, but will only be in contact with the techs at the target company,

It's hard for a CSR to qualify a lead, though. I mean, a CSR may identify some obvious need, but will only be in contact with the techs at the target company, not the decision makers. And they won't understand the customer's budget, so they may not realize that there's no budget for the customer to get what they actually need. The sales guys tend to understand that structure a lot better, so they can qualify the leads from support and perhaps package that advice for the people who need to hear it if it's funneled to them appropriately.