ABSTRACT
Thinking from the viewpoint of the market and the customers, the processes in the enterprise will also have to be organised as a process, so that close mutual collaboration is created between the different departments in the enterprise. After all, all the departments contribute towards the realisation of the product or service to the customers. Due to far-reaching information technology, customers are able to directly access and view the operational systems of the enterprise. Support to customers from the enterprise is of great importance for a sustainable relationship. With service there are very many aspects involved, where it is also of great importance that the personnel thinks in terms of the market and the customers and they have a service-oriented attitude. The customer wants one point of contact within the enterprise and does not wish to be sent, there and everywhere for every subject.
