{"id":885132,"date":"2025-09-10T09:25:23","date_gmt":"2025-09-10T13:25:23","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/klaviyo-research-uncovers-a-collaboration-gap-dividing-marketing-and-service-teams\/"},"modified":"2025-09-10T09:25:23","modified_gmt":"2025-09-10T13:25:23","slug":"klaviyo-research-uncovers-a-collaboration-gap-dividing-marketing-and-service-teams","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/klaviyo-research-uncovers-a-collaboration-gap-dividing-marketing-and-service-teams\/","title":{"rendered":"Klaviyo Research Uncovers a Collaboration Gap Dividing Marketing and Service Teams"},"content":{"rendered":"

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Klaviyo Research Uncovers a Collaboration Gap Dividing Marketing and Service Teams<\/b><\/p>\n

Despite aligning on revenue and retention priorities, B2C marketing and service leaders remain divided according to data<\/i><\/p>\n

BOSTON–(BUSINESS WIRE<\/a>)–
\nKlaviyo (NYSE: KVYO), the only CRM built for B2C brands, today announced new commissioned research conducted by Forrester Consulting on behalf of Klaviyo that exposes a growing collaboration gap between marketing and service teams. While both groups are united on their top priorities of retaining customers and driving loyalty, fewer than one in four organizations report consistent collaboration between them. This divide creates inefficiencies, wasted resources, and most importantly, missed opportunities for growth.<\/p>\n

\nWhen marketing and service run on separate systems, it\u2019s the customer who pays the price. They get bounced between channels, have to repeat themselves, and end up with experiences that feel anything but personal.<\/p>\n

\nBringing these teams together onto one platform changes that. It means every interaction, whether it\u2019s a campaign or a support request, builds on the same customer understanding, helping brands create seamless experiences that drive loyalty and growth. Connecting the dots between the two teams will also turn service from a traditional cost center into a revenue generator by making every customer touchpoint a moment of connection and value.<\/p>\n

\nThe Forrester Consulting survey of 363 North American marketing and service decision-makers underscores the problem. Nearly seven in ten (69%) cite retention and loyalty as their top priority amid economic uncertainty, yet siloed systems, misaligned KPIs, and fragmented data prevent teams from acting on that alignment. Just 29% say their current CRM and engagement tools fully support their goals, leaving most organizations unable to turn shared priorities into measurable performance.<\/p>\n

\n\u201cWhen marketing and service work together, customers feel the difference,\u201d said Jamie Domenici, Chief Marketing Officer at Klaviyo. \u201cTake Happy Wax, a home fragrance brand. By unifying their data, they\u2019re able to pause marketing campaigns for any customers with an open issue, ensure their service teams have all the customer context to deliver a fast resolution, and even offer personalized discounts based on what each customer is most likely to purchase next. That\u2019s the power of having one platform where every interaction builds on the last.\u201d<\/p>\n

\nAdditional key findings include:<\/p>\n