Burger King, 201
Burnside, 96
Business definition, 4
Business ethics, 134
Buttle, 297
Buying process, 56, 78
Bypass attack, 163CACI Limited, 65
Cadbury, 197, 203
Campari, 194
Cartier, 70
Case-based reasoning, 298
Castlemaine XXXX, 207
Caterpillar, 142
Cavazza, 8
Challenger space shuttle, 117
Change, 8, 263
Channel structure, 235
Charles de Gaulle, 114
Chelsea FC, 165
China, 232
Christopher, Payne and Ballantyne,
235
Chrysler, 27
Church, 198
CI cycle, 41
CI seeCompetitive intelligence
CIA, 41
Citigroup, 160
Clairol, Herbal Essences, 190
Clark’s footwear, 214
Coca Cola, 39, 221
Coca-Cola, 91, 92, 192
Cognitive learning theory, 56
Cognitive styles, senior management,
100
Colgate, 197
Competitive advantage, 4, 151
Competitive intelligence, 39-45
anticipating activity, 40
CI cycle, 41
collection, 42
improved communication, 40
industry trends, 40
synthesis report, 43
war gaming, 43
Competitor focus, 11
Competitous, 40
Concept evaluation, 217
Conditioning learning theories, 56
Consistency of approach, 4Consortia, 233
Consumer behaviour, 51
Contract and licensing, 233
Contraction defence, 165
Control, 250, 273-90
action, 298
chart, 278
efficiency, 288
feedback, 276
feed forward, 276
financial, 280
involvement, 277
principles, 275
problems, 278-79
strategic, 288
tolerance, 278
Controlling marketing, 287
Co-op, 64
Copenhagen Institute for Futures
Studies, 120
Core competencies, 4
Corporate:
culture, 127
governance, 133
objective, 5
plans, 5, 243
social responsibility (CSR), 307
strategy, 219
Cosco, 135
Cost leadership, 152, 158
Costa Coffee, 237
Counter defence, 165
Crisis management, 270
CRM see Customer relationship
management
Croft Original, 193
Cultural context, 134
Culture, 52, 248, 259, 260
Current ratio, 282
Customer focus, 11
Customer needs, 246
Customer relationship management,
295–302
carnegie Information Systems, 296
complaint handling, 296
component parts, 298
customer development, 296
customer induction, 296
definition, 295
implementation, 297
infrastructure, 298
IT systems, 295, 297, 299326 Index