 games and of course surfing the web. Multimedia is offered. Telecom is heading towards a media channel like radio, TV, books. Mobility for services other than voice is offered. Business support has increased significantly, helping enterprises to focus on core busi- ness. P2P (peer to peer), such as Napster, was unknown before. M2M (machine to machine) is coming Security is increasingly important. Quality of Service (QoS) was perceived unconsciously before, and it was more network internal. Now it is an all layer, end-to-end embracing issue. The above list also gives quite a good picture of the changing interface between the user and the network, and describes the current main requirements of the network. This interface will be treated in more depth in Chapters 5, 6 and 7. The business-user interface along with pricing, charging and billing is treated in Chapter 5, Section 5.11. This chapter will instead concentrate on user segmentation and the needs and demands of the segments as an approach to improved user understanding. User services are in principle treated in Chapter 5, but there are some reasons to include this area in this chapter: Understanding Changing Telecommunications - Building a Successful Telecom Business In order not to lose continuity some rough matching between segments and services is included. It should, however, be borne in mind that forecast and reality seldom coincide because of the unpredictability of the user, and this kind of material should be seen as tools in facilitating the learning process more than (a non-existent) truth. The main merchandise for a user is services. A main goal for a service provider is to launch the right services to the right users (for example early adopters) at the right point in time. It could be exemplified by means of the MMS (multimedia messaging service). It is now (2003) time to make this service take off. A brief introduction on messaging services is therefore included in this chapter. 2.2 THE ROLE OF THE UNPREDICTABLE (?) END USER The strong position o