Multi-Channel Analytics

It is well known that multi-channel buyers are more profitable, and often more loyal. But how do you leverage that knowledge? I think you will be interested in reading this Q&A from Intelligent Enterprise with Matt Smith, Senior Director, Customer Insight, at Best Buy, showing how the company not only makes use of solutions from Visual Sciences (formerly WebSideStory) and Unica's Affinium, but also implements marketing/merchandising methods that best-in-class merchants employ to create a pro-active context for taking advantage of insights gained.