Klaviyo, the company enabling smarter digital relationships for over 167,000 businesses, has unveiled Klaviyo B2C CRM—the first customer relationship management (CRM) platform designed specifically for consumer brands. This strategic expansion moves Klaviyo beyond marketing and into customer service, offering a unified platform that enhances engagement, drives revenue, and fosters stronger customer loyalty.
The all-in-one Klaviyo B2C CRM includes:
- Klaviyo Marketing – Advanced tools for omnichannel campaigns, personalized outreach, and automated engagement.
- Klaviyo Analytics – AI-powered insights to help brands understand customer behavior and act swiftly.
- Klaviyo Service – A new customer support experience that integrates marketing and service seamlessly.
A CRM Built for B2C, Inspired by B2B
Traditional CRMs cater to B2B sales cycles, leaving consumer brands reliant on fragmented systems that hinder personalized customer experiences. Most B2C brands manage more than 16 disconnected tools, creating data silos that limit efficiency and growth.
Powered by Klaviyo Data Platform (KDP), Klaviyo B2C CRM redefines customer engagement by handling vast amounts of data, transactions, and personalized interactions at scale. With over 350 pre-built integrations and open APIs, brands can consolidate customer, purchase, and behavioral data without complexity—delivering seamless, data-driven experiences instantly.
“B2B CRMs transformed sales, but consumer brands need a system designed for them. This is a natural step forward for Klaviyo,” said Andrew Bialecki, co-founder and CEO of Klaviyo. “We started as a database, evolved into the leading marketing platform, and now we’re expanding into a complete CRM that connects the entire customer experience—from discovery to post-purchase. We believe this is the future of B2C and we’re excited to deliver it for our customers.”
Also Read: Pipedrive Unveils Next-Generation AI CRM with Agentic Experience
New Capabilities in Klaviyo B2C CRM
Klaviyo Service: Customer Hub
Klaviyo introduces Customer Hub, a self-service experience that turns customer support into a revenue driver by merging support, merchandising, and personalization.
- Enables shoppers to track orders, manage subscriptions, initiate returns, and discover new products.
- Reduces support tickets while increasing account sign-ups and order values.
- Public beta available for Shopify users, with expansion to additional platforms in progress.
- Early adopters report a 75% reduction in customer support tickets related to order tracking, along with increased repeat purchases.
- AI-powered shopping assistant (private beta): Provides instant answers to common customer queries on product pages, enhancing conversions without live support.
Klaviyo Analytics: Real-Time Marketing Insights
The newly launched Marketing Analytics provides brands with real-time, AI-powered insights into customer behavior, enabling immediate action.
- Identifies high-value customers and predicts churn risk.
- Automates outreach based on customer actions for timely engagement.
- Consolidates marketing performance metrics into a single view.
- Coming in Q2: Custom Objects, a feature that allows brands to personalize marketing based on customer-specific data like loyalty status, past purchases, and interests.
Klaviyo Marketing: Expanding Omnichannel Capabilities
Klaviyo continues to enhance its marketing tools with new features for more effective customer engagement.
- Available now: Automated SMS conversations for real-time customer insights and product recommendations.
- Q1: Channel Affinity, optimizing engagement by targeting customers on their preferred channels.
- Q2: Mobile in-app messaging, enabling personalized interactions within brand apps.
- Q2: Omnichannel Campaign Builder, streamlining email, SMS, push notifications, and more from a single dashboard.
“As a fast-growing subscription business with vast amounts of data and customizable options, delivering a unique customer experience is a challenge. Klaviyo has helped us overcome this by acting as our CRM,” said Bill Hudak, VP of DTC acquisition and retention at Dollar Shave Club. “By unifying our data, Klaviyo has allowed us to identify high-risk moments in the customer journey and change behavior with targeted merchandising, personalization, and product recommendations—all with one-click add-to-box functionality. These insights have been a game-changer. Because we better understand our customers—who they are, what they buy, how they behave—we can craft creative that more effectively engages specific segments and helps us drive long-term growth and build loyalty.”
The Future of Digital Commerce
“Consumer expectations for fast, seamless, and personalized experiences across every touchpoint have created a seismic shift in the applications required for digital commerce success,” said Roger Beharry Lall, research director at IDC. “For brands to meet these demands, they need to engage innovative companies that help unify fragmented tech stacks in order to deliver cohesive, end-to-end experiences that bridge the gap between marketing, commerce, and customer service. Connecting these dots will enable brands to forge deeper customer relationships, drive loyalty, and boost revenue growth.”
With Klaviyo B2C CRM, brands can break free from disjointed tools and harness a purpose-built system to deliver smarter, more seamless digital experiences—driving customer satisfaction, retention, and revenue growth.