stratexo

Supply chain planning automated demand forecasting years before AI became a buzzword everywhere else — and that hype cycle had a very specific shape. Here's where that same shape is repeating in Customer Success: what AI is genuinely great at, what it still can't do at the exception, and how CS teams should actually be spending their time differently.

Supply chain planners are scored on forecast accuracy the way CS leaders have never been. NRR pressure is starting to close that gap — and I think the distinction between a predictable miss and a surprise miss is exactly what boards are learning to tell apart.

Supply chain didn't professionalize until stockouts made the cost of staying reactive too visible to ignore. I think CS is walking into the same reckoning — and the org chart, not just the vocabulary, is what's about to change.

Churn isn't a support problem. It's a supply problem. Here's the framework a former supply chain strategist uses to run Customer Success like a forecast, not a report card.