In Vision2020 and the vision on internalization 2020 “Educating the Global Citizen” the University of Twente has stated ambitions in the field of internalization. To realize these ambitions a different type of operational management is needed. The growing number of International students requires a change in the current processes. In order to reach the objective of the program Internationalization, which is to increase the number of International students even more, the customer oriented approach needs to be reinforced. The analysis of the current processes and the points for improvement were derived from the “Eindrapportage I-keten 2020 proof” and the project Customer Journey: de interactie van de (international) studiezoeker met de UT binnen wervings- en ondersteunende processen.