Skip to main content
    For the best learning experience, please log in

    Perfect the Klaviyo B2C CRM pitch

    Course overview

    Lessons

    Next steps
    Lesson
    11 min read

    Pitch the Klaviyo B2C CRM narrative

    Before we dive into how this can help you as an agency, the goal is to give you a high-level overview of our B2C CRM evolution and what B2C CRM entails. In this lesson, we will walk through what B2C CRM is and what the specific product suites within our overall platform entail.

    What exactly is Klaviyo’s B2C CRM?

    You’ve likely pitched Klaviyo before or used it in a past role. But do you know its full potential as a B2C CRM? Here’s a quick narrative that showcases Klaviyo’s complete capabilities.

    So, how do you explain this to your clients? Here’s what to say:

    Klaviyo is the only B2C CRM that unifies marketing, service, and analytics (with your ecommerce data) into a single, real-time customer profile. Powered by the Klaviyo Data Platform, every interaction, across email, SMS, mobile, and reviews, is informed by behavior-driven workflows, predictive analytics, and seamless omnichannel automation. By replacing disconnected tools with Klaviyo, businesses reduce costs, increase efficiency, and scale personalization effortlessly, delivering meaningful, 1:1 interactions at every touchpoint.

    How Klaviyo’s product suites form a complete CRM

    As a partner, your success depends on helping clients unify customer data, optimize engagement, and drive real results. Klaviyo’s B2C CRM is built for that, bringing together 3 key product pillars designed to maximize lifetime value that sit on top of a centralized data platform. You might recognize some of these capabilities, but, in 2025, we’re also introducing new solutions to help brands scale with a true omnichannel experience across the customer journey.

    Below is a picture of what we call our marchitecture (get it? Marketing + architecture)! This is how Klaviyo’s platform is organized to help you get the most out of your owned data. Each of the pillars below (marketing, service, analytics) represent our product suites which we will walk through in the tabs below.

    This is an image of our marketing architecture
    This is an image of our marketing architecture

    ‍

    Klaviyo Data Platform

    Klaviyo’s built-in data platform creates a real-time, unified profile for every customer by pulling in data from 350+ integrations, no extra tools needed. If you’re looking for even more powerful data management, we also offer an Advanced KDP solution.

    This lets your clients:

    • Eliminate data silos and get a complete customer view.
    • Optimize campaigns in real time using AI-driven insights from our 48 petabytes of customer data!
    • Maintain data hygiene effortlessly with Advanced KDP by transforming, normalizing, and adapting your data schema to fit business needs.

    It’s data, activation, and optimization all in one place. This translates to faster setup, better results, and less manual work for your team.

    Short pitch:

    Klaviyo’s data platform gives you a real-time, unified customer view and instant activation tools to power smarter marketing, higher retention, and scalable growth without complexity. Advanced KDP allows you to combine powerful data management and analytics to speed up insights to action.

    Klaviyo Marketing

    Marketing has always spanned multiple channels: email, SMS, reviews, and more. Klaviyo Marketing brings these capabilities together under one name, making it easier to activate customer data and create cohesive, automated experiences across channels, all powered by the Klaviyo data platform.

    Klaviyo Marketing helps clients:

    • Automate cross-channel experiences that drive conversions and retention.
    • Engage customers seamlessly across email, SMS, mobile apps, and reviews.
    • Track performance in real time and adjust strategies with AI-driven insights.

    Less time, more impact:

    • AI-powered predictions for purchase intent, churn risk, and lifetime value.
    • Automated A/B testing for messaging, timing, and calls to action( CTAs).
    • Pre-built templates and flows for faster execution, no coding required.

    Short pitch:
    Klaviyo Marketing helps you simplify omnichannel marketing for your clients, activating data, automating campaigns, and optimizing performance in one platform.

    Klaviyo Analytics

    Understanding marketing performance shouldn’t require a complex business intelligence (BI) tool. Klaviyo Analytics gives you and your clients real-time visibility into what’s working and where to improve, while Klaviyo Marketing Analytics offers a more advanced solution for deeper insights into customer behavior, engagement, and retention.

    With Klaviyo Analytics, you can:

    • Measure the true impact of your marketing efforts in real time.
    • Personalize retention efforts at scale with AI-driven insights.

    Klaviyo Marketing Analytics will:

    • Track and optimize the entire customer journey, from acquisition to retention with product insights, recency, frequency, and monetary value (RFM) analysis, and more.
    • Identify high-value opportunities for upselling, cross-selling, and re-engagement.

    Turn insights into action:

    • Benchmark performance against similar brands.
    • Get AI-powered recommendations to improve conversions.
    • Use product insights to refine recommendations and increase AOV (Marketing Analytics).

    Short pitch:
    Klaviyo Analytics helps you deliver clear, actionable insights to your clients so they can refine strategies, optimize campaigns, and make data-driven decisions. With Klaviyo Marketing Analytics, you can provide clients with smarter insights so they can move from data to decisions faster and more effectively.

    Klaviyo Service

    Great service starts the moment someone engages with your brand.

    The Customer Service market is focused on what happens after you buy and when things go wrong. But the brands known for incredible service deliver it at every step of the relationship. Klaviyo is uniquely positioned to approach the category differently and help brands deliver incredible service and experiences at every touch point.

    With Klaviyo, you can help clients:

    • Provide a single place for customers to track orders, start returns, and discover new products.
    • Reduce support volume with AI-powered self-service and automated responses.
    • Give agents real-time customer context to deliver more personalized support.

    Connecting service and marketing:

    • Enable signed-in shopping experiences with personalized recommendations to drive upsell or cross-sell.
    • Use AI agents to answer questions and escalate when needed.
    • Equip support teams with a unified inbox and full customer history.
    • Increase customer lifetime value (CLV) by creating personalized content blocks that deliver tailored experiences based on customer data such as loyalty points, birthday messages, or recommended cross-sell items.

    Short pitch:
    Klaviyo Service helps your clients create a seamless experience between marketing and support, leading to better retention, stronger relationships, and more revenue over time.

    How can you tighten this narrative into a compelling pitch?

    Before jumping into a client conversation, set yourself up for success by doing a little pre-work. Follow these steps to make sure your pitch lands effectively.

    By the way, sales might not be your thing (totally fair), but even if it is, you don’t have to go through this process alone.

    Whether you're an agency owner, salesperson, or looking to impress your boss, your Klaviyo Partner Account Manager is here to help. They can guide you through an account mapping session and refine your pitch. Plus, as a Klaviyo Partner, you have access to our Account Executives, who can collaborate with you on a pitch. Reach out to your Partner Manager to explore co-selling opportunities and get hands-on support from our sales team.

    Step 1: Start with a strong agenda

    By now, you’ve likely run discovery and completed an audit (and if you haven’t run the discovery and audit yet, may we suggest our Run an effective discovery course)? Your next step is to structure a pitch that centers on the client’s goals, not your feature set.

    Use this agenda to guide your conversation:

    • 5 minutes: Build rapport and align on meeting goals
    • 10 minutes: Recap business objectives and what you’ve heard
    • 40 minutes: Demonstrate the use cases that directly solve for those objectives
    • 5 minutes: Establish firm, calendared next steps

    One of the biggest differentiators between average and top sellers is how clearly they define next steps. Before you even get onto the demo all, consider what you want your next step to be. Avoid vague promises, make sure follow-ups are on the calendar before the meeting ends.

    Step 2: Answer these 4 essential value questions before your demo

    Your pitch should go beyond features, it should tell a clear story about why Klaviyo is the right solution. As you choose which features to highlight, answer these 4 essential questions:

    1. What problem are we solving?
    2. How do we solve it?
    3. What makes our solution better or different?
    4. What proof do we have that it works?

    These questions help you connect the client’s challenges to Klaviyo’s strengths and your agency’s value.

    Here’s how it might come together in your pitch:

    “Right now, your data is spread across tools, and building targeted campaigns takes too much time and too many resources.

    With Klaviyo, and with us, you get a connected platform and a team that can turn data into action fast. We’ll be able to create advanced segments, launch personalized flows, and monitor performance in real time, all from one place. Our campaigns are grounded in your brand strategy and optimized for performance.”

    Then, add proof.
    Use a success story that mirrors the client’s size, goals, or pain points.

    “One of our clients, a mid-sized home goods brand, came to us with disconnected email and SMS tools. They were spending hours exporting data just to run basic campaigns.

    We moved them to Klaviyo, rebuilt their segments around lifecycle behavior, and launched a post-purchase flow with personalized product recommendations.

    Within 60 days, their repeat purchase rate increased by 18%, without any additional discounts or incentives.”

    This kind of story reinforces that you're not just offering a platform, you're bringing a proven process that drives results.

    Pro-tip: Don't yet have a customer story? Check out our case studies to find one that aligns with your client's goals.

    Step 3: Use your audit to ground the story

    Avoid turning your demo into a product tour. Instead, use your audit insights to show how Klaviyo helps solve the specific problems your client is facing.

    Start by summarizing their challenge with this simple framework:

    “[Client] wants [business objective] but struggles with [challenge].
    They currently use [tools], but face [pain point], which results in [impact].”

    Example:

    “Bella’s Beauty wants to increase revenue through repeat purchases but lacks a unified customer view. She uses separate email and SMS platforms, which limits personalization. This results in lower retention and missed revenue opportunities.”

    How to run the audit:

    Unsure what a great audit looks like? Here are a few resources we recommend:

    Download the B2C CRM Audit Guide to inform your audit flow.

    Step 4: Align your discovery and audit findings with Klaviyo features

    When you talk to prospects or existing clients, most of their challenges fall into 4 key categories:

    • How do I grow my list?
    • How do I drive initial purchase or action?
    • How do I retain my customers?
    • How do I create an amazing customer experience?

    Your job is to listen for these pain points and map them to features that solve them. In the next lesson, we’ll show you how to turn these connections into a demo that positions both Klaviyo and your agency as strategic partners.

    Here’s a quick reference:

    1. Grow my list
    • Klaviyo profiles
    • Marketing Analytics
    • Lookalike audience targeting
    • Forms and popups
    2. Drive initial purchase or action
    • Klaviyo profiles
    • Marketing Analytics
    • Segments
    • Flows
    3. Retain customers
    • Klaviyo profiles
    • Marketing Analytics
    • Loyalty and VIP segments
    • Flows
    • Dynamic content blocks
    4. Create an amazing customer experience
    • Klaviyo profiles
    • Marketing Analytics
    • Segments
    • Customer Hub

    Notice a pattern?
    Each category starts with Profiles and Marketing Analytics. That’s intentional. These tools unify customer data across the entire platform, and they power every other feature. When you lead with them, you show how Klaviyo is more than a marketing tool. It’s a B2C CRM built for personalized, relationship-driven growth.

    Step 5: Fill out your findings in the co-brandable B2C CRM pitch deck

    Now that you've compiled all of the key information you need, you're ready for your pitch! By walking through our co-brandable pitch deck, you can take advantage of our messaging and incorporate your own agency-specific proposition and content.

    What’s next?

    Now that you have the Klaviyo narrative and key talking points, the next step is to see how to demo and pitch each piece of the platform. This way, you can align key business goals with the features and functions Klaviyo offers.
    Pitch the Klaviyo B2C CRM narrative