Facing an intensely competitive, saturated market and continuous technology change, Mtel, one of three national telecom operators in Bosnia and Herzegovina, decided that the only path to success was to focus on strategy and change management. They adopted the Balanced Scorecard in 2011 and, since then, have enjoyed success by retaining or improving their market leadership position of 35% in fixed telephony, 42% in mobile telephony, 23% in broadband market, and 23% in bundled services. Since 2011 they have enjoyed a 54% growth in revenue from new services, new service customers have more than doubled, time to market has improved by 25%, and employee loyalty has improved by 20%.