关键词: 客户细分, 三支决策, 二支决策, 评价指标

Abstract: To reduce the risk cost of customer segmentation, this paper proposes a new approach based on three-way decisions theory. This paper also constructs the customer segmentation model based on three-way decisions theory which includes constructing evaluation function, computing threshold and the procedure of application. The model balances the cost and interest of customer segmentation and is different from the traditional models. By introducing the concept of boundary, it provides the third choice in customer relation management. Finally, this paper gives an example to illustrate the procedure of application and the superiority of the new approach. The introduction of three-way decisions theory provides a new view for customer segmentation which can minimize risk cost. Under certain conditions, three-way decisions are superior to two-way decisions.

Key words: customer segmentation, three-way decisions, two-way decisions, evaluation index