We'€™ve got Customer Service already. Why should we invest in Customer Success? You’ve read about the benefits of Customer Success by reading Lincoln Murphy, but if you’re like most marketers, your boss hasn’t. They know Customer Service, and to them, Customer Success sounds like the same thing with a different noun attached. Au contraire, mon frere. Why Customer Success isn’t the Same as Customer Service When you call Customer Service, it’s because you already have a problem. If they’re good, they’ll solve it such a way that not only eliminates the issue, but sends you away smiling. While that is a positive customer experience and will win loyalty and good reviews, it’s not success.