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

摘要： 为了降低客户细分中的决策风险代价，提出了一种客户细分的三支决策方法。在三支决策理论框架下，建立了客户细分模型，给出了客户价值的评价函数和三支决策阈值。该模型综合考虑了细分的成本和利润，改变了传统的二分模式，采用三支决策的边界域概念，使得在制定客户关系维系策略时有第三种选择存在。最后，通过实例分析说明了三支决策方法的应用过程和优势。三支决策理论的引入，为客户细分提供了新的思路和方法，可以最小化决策风险代价，具有很大的优越性。

关键词: 客户细分, 三支决策, 二支决策, 评价指标