You are leading a customer-facing workstream for a strategic services engagement tied to a broader account relationship. Two weeks after go-live, your champion in operations tells you the client is unhappy with the solution and feels the outcome does not match what was discussed during discovery. The IT lead says the deployment met the agreed scope, but the business sponsor is escalating because adoption is low and early results are below expectations. A procurement manager, who was skeptical of the project from the start, is now questioning whether the client should continue investing in the roadmap.
How would you address the client's concerns and recover confidence in the engagement? Walk me through what you would do, what you would say to each stakeholder, and how you would decide whether this is a delivery issue, a qualification issue, or an expectation-setting issue.