This paper is structured as follows: first, the role of BPM in general and as a tool for increasing BPO is critically discussed. The importance and limitations of both CSFs and the CP approach is outlined. The methodology of the case study and survey are described along with the main findings. Selected CSFs and their corresponding CPs are then presented together with recommendations for companies; practices that were not identified as critical are also discussed. The main implications and limitations of the research are discussed in the conclusion.