基于三支决策理论的客户细分方法

Method for customer segmentation based on three-way decisions theory

针对客户细分问题中存在的不确定性,提出了一种基于三支决策理论的细分方法。该方法综合考虑了客户细分的风险代价和收益,基于三支决策理论,建立了客户细分模型,给出了计算三支决策阈值的方法,同时还给出了应用实施的步骤。最后,通过实例分析说明了客户细分方法的应用过程和优势所在。三支决策不是仅仅作为二支决策的过程,而是在最终结果中保留三支结果,以采取三种不同的策略,这赋予了三支决策三个域以新的解释。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。

To solve the uncertainty of customer segmentation, a new method based on three-way decisions theory was proposed. The method considered the risk cost and the profit of customer segmentation comprehensively. The problem of customer segmentation was modeled based on three-way decisions theory that included computing threshold and the procedure of application. Finally, an example was given to illustrate the procedure of application and the superiority of the new method. Three-way decision method was not only used in a procedure of two-way decision, but also used independently as a decision method. In accordance with decision results of three-way decision, there were three results that can provide three different strategies for three decision domains. The introduction of three-way decision theory provides a new view for customer segmentation, which can minimize risk cost.