Ottilia Stridh, CRM Manager at Act London, joins Will Laurenson to discuss the power of subscription models in e-commerce. They dive into strategies for customer retention, the role of personalisation in CRM, and how brands can enhance loyalty through tailored experiences. Ottilia also shares insights on cross-channel consistency, direct mail strategies, and overcoming pricing objections in the premium beauty space. Whether you're a subscription-based business or looking to improve customer engagement, this episode is filled with actionable takeaways. Tune in to learn how CRM can be a game-changer for e-commerce growth.