Development trends of telecommunications metrics

The transition from voice to data services has led to new trends in telecommunication business, and therefore the need to adjust legacy metrics and KPIs (Key Performance Indicators) that aims to point out the effects of these changes. In this paper, we give the review of development trends of new KPIs that provide greater insight into the use of data based services, as well as estimating the share of revenue that is obtained from these services. The importance of customer segmentation and correlation with KBOs (Key Business Objectives) is discussed. Special attention was paid to the situation of the market in Bosnia and Herzegovina and the need for trends monitoring in this area.