Here are several excerpts an informative article that appeared in Retailwire (free registration required), Creating a Unified View of the Customer:

Here are several excerpts from a very good article by Michael Greenberg, COO of Loyalty Lab, How Customer Loyalty Differs Online:
Customer loyalty in the online world is not the same as offline. Substitutes are just a click away vs. down the street offline. Customers expect you to know everything that’s ever happened between you online, [...]

Here are several excerpts from an article by Laurie Sullivan that appeared in yesterday’s Online Media Daily, Online Retailers Have Opportunity To Influence Consumers:

Is your company ready for the online holiday rush?  Here is a summary of several issues to consider that appeared in a recent article by Cindy Waxer for InsideCRM, Ho-Ho-Hold on to Your Customers: