Sales delivered the commitment. Delivery executed to the statement of work. Finance invoiced correctly. Support closed its tickets inside SLA. Every one of those is accurate, and the account still left.
What the customer experienced was the handoffs: a commitment made without the capacity to honor it, a change accepted without a governed entry, an escalation that crossed three functions and lost its owner twice. Nobody reports a seam, because nobody owns one.
A review run function by function produces four defensible accounts and no cause. The read that finds it follows one unit of work end to end, across the functions, and asks at each handoff whether the work arrived governed, owned and evidenced.