You’ve covered the foundation of what Klaviyo does, how each solution operates within the platform, and how to fit in your overall agency offerings. In this lesson, we will cover what are the typical differentiators between a commercial versus enterprise client and how to answer key objections.
Tailor the Klaviyo pitch
The Klaviyo story does not change based on who you pitch to, but the way you tell it will. A small, growing brand needs something different than a large multi-region enterprise managing dozens of smaller accounts. Use the table below to calibrate your pitch based on your customer type.
Pitch | Commercial | Enterprise |
Typical client profile | This client runs separate tools for email, text, helpdesk, reviews, and shipping. Each one operates independently. Clients at this stage report that building a single targeted campaign means pulling data from multiple sources before a single message goes out.
Their team is small and their attention is split across every tool in the stack. | This client runs a CRM, a data warehouse, an attribution platform, and separate email and text tools. Marketing and service teams operate in silos. The same customer receives disconnected messages from what feels like different companies.
Clients at this stage report having vast amounts of data and no clear path to acting on it. |
How you frame up pitch | Start with the three moves every brand must make right now: agent-first experiences, true 1:1 personalization, and more efficient teams.
Clients at this stage are in a building phase. | Clients at this stage report that their data exists but does not work for them. Marketing sends one message. Service sends another.
The customer is left reintroducing themselves at every touchpoint. |
Key problem to solve | Clients at this stage report spending more time managing tools than running marketing. Separate platforms send separate messages to the same customer, managed by different teams with no shared view. | Clients at this stage report that they have incredible, vast amounts of data but they cannot action it in a cohesive customer journey. Are you sending the same cohesive message across customer surfaces or does it look like 14 different teams are talking to them and the customer is constantly reintroducing themselves while simultaneously drowning out your noise? |
The proof you use | Adil Sons reported 50% better open rates, 51% better click rates, and 40% better attributed revenue per campaign after implementing Marketing Agent. Clients who cite team size or capacity as a barrier to results respond strongly to this story.
Marc Fisher reported 46% YoY growth in Klaviyo-attributed text revenue after consolidating email, SMS, push, and web into one platform. | Samsonite reported 40% TCO savings and completed a migration of 3 brands in 3 months.
A separate enterprise client reported 220% YoY SMS revenue growth within 4 months.
Across 7 global brands, campaign open rates exceeded 70%. 49% of total revenue is now attributed to Klaviyo for another enterprise client. |
How to frame the platform | Clients at this stage know email and text. Start there and show what becomes possible when those channels share a single data layer: unified profiles, consistent experiences, and campaigns that adjust in real time as customers browse and buy.
The platform grows with them. | Clients at this stage need infrastructure credibility before the feature conversation can happen. 7.3B+ consumer profiles, 2.5B+ average daily events processed, 1.6B API calls per day, 1.1B emails sent daily, 100% uptime on Black Friday.
From there, show how marketing, service, intelligence, and the data platform run on one shared database: no syncing, no lag, singular, sophisticated customer story. |
What you emphasize |
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Handle key objections
After you’ve calibrated your pitch, expect questions. they will likely have a few questions (or some pushback) for you. This is a good thing: objections signal an engaged prospect. Being able to address them builds trust and moves the deal forward
The objection handling play: the ARC method
To systematically handle objections, follow the ARC method:
- Acknowledge
- Show understanding and empathy.
- Validate their concern instead of immediately pushing back.
- Reframe
- Shift their perspective by correcting misconceptions.
- Use data, customer examples, and positioning insights to present the objection as an opportunity.
- Confirm
- Ask a follow-up question to ensure alignment.
- Transition back to the value of B2C CRM and move the deal forward.
This method ensures that objections are handled strategically rather than reactively. Here are how to tackle common Klaviyo objections using this framework.
Isn’t Klaviyo just for sending emails or SMS messages? OR I hear XYZ product is better.
Acknowledge:
"I understand why you may see Klaviyo this way, since many people first adopt Klaviyo for email and SMS."
Reframe:
"But Klaviyo is far more than just a messaging tool, it is a full B2C CRM that centralizes customer data, marketing, service automation, and analytics in one platform. Unlike traditional marketing tools, Klaviyo helps brands act on real-time customer insights across the entire lifecycle.
A few capabilities beyond email and SMS:
- Advanced Klaviyo Data Platform (Advanced KDP): Every customer interaction is stored in a unified profile, allowing for hyper-personalized experiences.
- Marketing Analytics: Klaviyo provides RFM segmentation, purchase predictions, and automated insights to improve decision-making.
- AI-powered automation: From predictive analytics to service workflows, Klaviyo enables data-driven customer engagement at scale.
- Omnichannel orchestration: Klaviyo currently consolidates email, SMS, mobile push, reviews, and more with 350+ integrations. such as Meta. Soon, Klaviyo will integrate with WhatsApp, ensuring brands can engage customers across channels.
This is about more than sending messages, it’s about powering a smarter, more connected customer experience that drives revenue across the entire business. Being able to consolidate your tech stack will help you not only simplify your workflow, but also save costs from having too many underutilized tools.
Confirm:
"Are you currently relying on multiple tools to manage these capabilities? Would it help to see how Klaviyo centralizes these workflows?"
Klaviyo is only for ecommerce brands.
Acknowledge:
"It’s true that we lean heavily in the eCommerce space and many ecommerce brands use Klaviyo. That’s where a lot of people first hear about them."
Reframe:
"But Klaviyo is built for any business that sells directly to consumers and needs to deliver personalized, data-driven customer engagement. Here are a few industries using Klaviyo today:
- Restaurants: Brands use Klaviyo to grow their email lists, send targeted promotions, and increase repeat visits.
- Wellness & Fitness: Klaviyo powers automated appointment reminders, service promotions, and retention campaigns.
- Hospitality: Hotels and resorts leverage customer segmentation, loyalty campaigns, and omnichannel messaging.
With Klaviyo’s unified customer profiles and predictive insights, businesses across industries can understand, segment, and engage their customers more effectively."
Confirm:
"Would it be helpful to walk through a use case specific to your business?"
Klaviyo isn’t a real CRM.
Acknowledge:
"I understand why you might think that, especially if you’ve known Klaviyo primarily for email and SMS marketing."
Reframe:
"But Klaviyo didn’t just become a CRM, they evolved into one organically. Klaviyo started as the go-to platform for B2C marketing and customer engagement. Over time, customers and partners were already using Klaviyo as their CRM because they needed a system designed for consumer-driven brands, not sales pipelines.
Once Klaviyo saw this shift, they purpose-built Klaviyo into a B2C CRM, one that isn’t just about tracking data, but activating it. Unlike traditional B2B CRMs that focus on account management, Klaviyo:
- Tracks millions of individual consumers, not just business accounts.
- Automatically enriches customer profiles with real-time interactions and purchases.
- Connects marketing, customer service, and analytics in one platform.
This means Klaviyo isn’t just storing data, it’s actively helping businesses drive revenue, automate retention, and deliver smarter, more connected customer experiences."
Confirm:
"Would it be helpful to see how businesses have successfully used Klaviyo as their CRM and how it compares to traditional options?"
I already have an existing tech stack. Will it be a lot of work to replace?
Acknowledge:
"That’s a fair concern. Many businesses hesitate to make major technology changes because of the time and effort involved."
Reframe:
"But implementing Klaviyo is not an all-or-nothing shift. Businesses often start small, whether it’s email, SMS, or analytics, and expand over time. Since Klaviyo integrates with over 350 platforms, including Shopify, WooCommerce, Salesforce, POS systems, and loyalty tools, it works alongside your existing tech stack.
But more importantly, businesses that adopt Klaviyo reduce tech stack complexity and costs over time:
- Eliminate redundant tools: Many brands consolidate multiple point solutions (marketing, analytics, customer service) into one platform.
- Lower total cost of ownership: By reducing the number of third-party tools, businesses cut licensing fees, maintenance costs, and IT overhead.
- Improve efficiency: With Klaviyo, teams don’t need to jump between platforms: everything is centralized, which saves time and reduces errors.
Confirm:
"What’s the main priority for your tech stack right now: cost reduction, better data visibility, or improved automation? We can focus on what makes the most sense for your business first."
Would it be helpful to see how other brands have successfully phased in Klaviyo while consolidating their tech stack?"
I just want email services. I don’t need a full CRM.
Acknowledge:
"I completely understand. Many businesses start with email as their primary engagement channel."
Reframe:
"But email alone isn’t enough anymore. Consumers expect personalized, multi-channel engagement, and businesses that connect email with customer data, analytics, and automation drive more revenue. That’s why brands that use Klaviyo for both email and SMS see a 23% higher lifetime value per customer compared to email alone.
You don’t have to use everything at once. Many brands start with email and expand when they’re ready. But having a B2C CRM foundation means you can:
- Improve email performance by using first-party data for better segmentation and automation.
- Use AI-driven insights to send smarter, more targeted campaigns.
- Add SMS, push, or predictive analytics later without integrating new tools from scratch.
Would it be helpful to see how a phased approach works for brands that start with email and expand over time?"
Confirm:
"Are you currently seeing engagement challenges with email alone? Would you be open to testing a data-driven approach that increases conversions?"
I’m not the right person to make this decision OR I need to check with my boss.
Acknowledge:
"I totally get that. This is a big decision, and it makes sense that leadership would want to be involved. When you’ve had conversations like this before, what kind of things do they typically care about?"
(Pause and let them answer; noting anything they say regarding cost, complexity, ROI, etc.)
Reframe:
"What I’ve seen work well is getting leadership to see this as more than just a marketing tool. It’s really about improving retention, increasing revenue, and making customer engagement way more efficient across the board.
"I can help you frame this in a way that speaks directly to what leadership cares about. Would it help if I put together a quick business case or a one-pager so that it’s easier to get their buy-in?"
Confirm:
"What’s the best way to make this easy for them? Would it be helpful to set up a follow-up conversation where we can walk through the numbers together?"
Agency specific objections our partners frequently hear
Of course, your objections won’t just be about Klaviyo. Sometimes, it's about your services. Here are some of the objections our partners hear the most often and how to tackle them:
1. “Klaviyo (or your agency services) is too expensive.”
Acknowledge: "I hear you. Budget is always a big factor. Can I ask what specifically feels too expensive?"
Reframe: "Most of our clients see that the ROI from better automation, retention, and segmentation more than covers the investment. Plus, our proposal is designed to be flexible, if needed, we can adjust the scope to focus on the highest-impact areas."
Confirm: "Would it help to go through the proposal together and prioritize the areas that will drive the most immediate value?"
2. “We worked with an agency before, and it didn’t go well.”
Acknowledge: "I understand. It’s frustrating when an agency doesn’t deliver. What didn’t work last time?"
Reframe: "Many of our clients had the same concern, and what made the difference was clear strategy, communication, and measurable results. We focus on making sure you see real impact."
Confirm: "Would it be helpful to walk through how we work differently and what success would look like for you?"
3. “We already have a marketing agency. We don’t need another.”
Acknowledge: "That makes sense. What does your current agency handle for you?"
Reframe: "We often work alongside existing agencies, focusing specifically on Klaviyo’s advanced capabilities: segmentation, automation, and retention strategies that many generalist agencies don’t fully optimize."
Confirm: "Would it be helpful to explore how we could complement your agency’s work and drive more results?"
4. “We are already using Klaviyo. Why do we need an agency?”
Acknowledge: "That’s great! How is it working for you so far?"
Reframe: "Most brands using Klaviyo aren’t maximizing it, whether it’s advanced segmentation, automation, or revenue-driving strategies. Our role is to help you unlock its full potential."
Confirm: "Would you be open to a quick review to highlight areas where you could improve performance?"
5. “We tried Klaviyo before, and it didn’t work for us.”
Acknowledge: "I hear you. What specifically didn’t work?"
Reframe: "Most of the time, Klaviyo underperforms when it’s not fully optimized. Issues like poor segmentation, lack of automation, or missing strategy can all be fixed."
Confirm: "Would you be open to revisiting Klaviyo if we could show you how to make it work better this time?"
6. “We don’t send enough emails or SMS messages to justify an agency.”
Acknowledge: "That makes sense. How often are you currently emailing or texting your customers?"
Reframe: "Many brands think they need to send more messages, but the key is better messaging. We help brands use automation and segmentation to engage the right customers at the right time, without overwhelming their audience."
Confirm: "Would you be open to exploring a strategy where you get more value from Klaviyo without increasing send volume?"