Chapter 1 What is marketing? -- Chapter 2 Customer satisfaction -- Chapter 3 Market segmentation, targeting and positioning -- Chapter 4 Understanding and influencing customer behaviour -- Chapter 5 Delivering value in exchanges - products and services -- Chapter 6 The marketing mix -- Chapter 7 The extended marketing mix for services -- Chapter 8 Managing marketing information-- Chapter 9 The marketing plan -- Chapter 10 The need for financial information -- Chapter 11 Budgets for planning and control -- Chapter 12 The practical use of budgets -- Chapter 13 Measuring costs in organisations -- Chapter 14 Costing products and services -- Chapter 15 Financial decision-making -- Chapter 16 Financial statements - the income statement and balance sheet -- Chapter 17 The cash flow statement, cash flow and working capital management -- Chapter 18 Analysis and interpretation of financial statements -- Chapter 19 Performance management