I found a great IBM article on their website:
Why advocacy matters to online retailers: Customer focus can mean greater loyalty and financial returns are in store
Online retailers have yet to optimize customer relationships; to become a customer focused online retailer, companies need a new approach for developing and applying customer insights.
http://www-935.ibm.com/services/us/index.wss/ibvstudy/gbs/a1029604?cntxt=a1000063
I know the IBM retail team in Asia Pac and they seem to be very focused on Retail , Loyalty & the anyplace kiosks across the APJ region.
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