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Over the last decade, business process management has primarily been a back-office function; however, a focus on improved customer service, regardless of industry vertical, has brought BPM to the foreground of organizations. According to Forrester, by 2015, the majority of BPM initiatives will be kicked off with customer experience improvement as a primary objective. So how can organizations take a first step toward this practice? And how can they make them sustainable? MWD Advisors’ “BPM Technology Review 2013” outlined 7 tips to introduce (and keep) BPM in your organization.