Klaviyo CMO Jamie Domenici talks navigating business growth with the uncertainty of tariffs

Jamie Domenici, Klaviyo's CMO, discusses building long-term customer relationships. "You have to know every single interaction with them," she said.

Transcript

00:00I have never seen the CMOs so close to the economy.

00:05They have to be economics professors right now.

00:12Well, Klaviyo, we work with B2C companies,

00:15and every B2C company is trying to navigate uncertainty,

00:18and specifically around tariffs.

00:20Tariffs have created a lot of confusion in our space.

00:24CMOs are trying to figure out inventory,

00:27how do I drive growth, and how much growth do I drive?

00:31Do I have enough bottles on the shelf to go sell them?

00:35And so at Klaviyo, we're helping customers navigate that

00:38and use the tools that they have, email, SMS, marketing, and support,

00:43to really figure out how they can create the best environment for their customers,

00:47but how they can also navigate these uncertain times.

00:50Klaviyo launched the first B2C CRM this year,

00:53so now we help customers not only market,

00:56but they also can support their customers right in one place.

01:00So what we're trying to help customers do is just manage every single customer touchpoint,

01:04every single customer conversation,

01:06so that they can connect better with their customer,

01:09and build this longer-term relationship.

01:12And when you think about that with tariffs,

01:14you are now going to go back into your customer base,

01:17and you want them to buy their second product,

01:19buy their second water bottle,

01:20buy the top that matches their pants.

01:22And to do that, you have to actually know your customer.

01:25You have to know every single interaction with them,

01:27and that's what we do at Klaviyo, and we do really well.

01:29At Klaviyo, we really believe in the creators, right?

01:33We are trying to empower creators to own their destiny,

01:37and that can be from somebody who's just starting a business.

01:41They start an Etsy store, and they want to sell a bracelet that they created,

01:44all the way to the enterprise.

01:46So when I think about our brand,

01:48it is giving and empowering those creators to own every single conversation with their customer,

01:54from start to finish.

01:56So from the first time they come to your website,

01:58to that second purchase, to that third purchase,

02:01to if they need to come to you and ask a question for support,

02:04we want to help you manage all of your sort of front-end conversations with your customer,

02:09and we want our brand to help expand and grow to facilitate that for anyone.