7.1. Levels of customer relations  104

1.1. The scope of different roles 7

3.1. Skills you need 28

4.1. Competitive Analysis 40

4.2. Receivables ageing 49

4.3. Template of a balance sheet 50

4.4. Template for start-up expenses 51

4.5. Business partners 54

9.1. Competitive attitudes within stable and challenging environments 122

9.2. Possible cultural orientations of information professionals 122

10.1. Cattell’s 16 personality factors 139

10.2. Employers’ demands 141