You are leading a post-sale customer conversation after a client says the solution is not meeting expectations. Your day-to-day champion in operations is frustrated because adoption is low, the CIO is questioning whether the project should continue, and the procurement lead is already asking what contractual remedies are available. The delivery team believes the agreed scope was met, but the client says the business outcome they expected has not materialized. You need to protect the relationship, uncover what is really wrong, and decide how to respond before the issue escalates further.
How would you address the client's concerns in this situation, and how would you regain trust while keeping the account commercially and strategically viable?