"-- 2010 will be the year that integration of online with other enterprise data will take off. Consumers are demanding that companies they engage with take into account their cross-channel behavior during interaction and as we go into 2010, if consumers are not receiving this tailored, informed interaction, they will find a new company to buy from."

http://www.tmcnet.com/usubmit/2009/12/15/4533044.htm