ROI on CRM: a customer-journey approach Lawrence Ang and Francis A. Buttle 1 1 Lawrence Ang is Senior Lecturer in Management, Macquarie Graduate School of Management, Sydney, NSW 2109, Australia. T: +61 (0)2 9850 9135; F: +61 (0)2 9850 9019; email: lawrence.ang@mq.edu au. Francis Buttle is Professor of Management (Marketing and CRM) at the same institution. T +61 (0)2 9850 8987; F +61 (0)2 9850 9019; email: francis.buttle@mq.edu.au