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Customer Segmentation as a Risk Management Tool: Identifying and Managing Low-Value Clients in B2B Relationships

Dacruz Solís, Lucía (2025) Customer Segmentation as a Risk Management Tool: Identifying and Managing Low-Value Clients in B2B Relationships.

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Abstract:In the B2B industry, not all clients contribute equally to the business success, in fact some of them pose significant financial, strategic or reputational risks. This thesis explores the ways in which customer segmentation can be utilized as a tool to identify and manage such high-risk low-value customers. Through the use of qualitative data from 30 semi-structured interviews and a theoretical foundation in theories such as Customer Relationship Management (CRM), Segmentation, Customer Lifetime Value (CLV), Risk Management, and Trust, this paper aims to categorize the main practices firms use to mitigate problematic-client-related risks. Adding to this, the research provides a model based on the level of customer segmentation integration of each of these practices. This study contributes to a moderately underexplored intersection of segmentation and risk management in B2B contexts and offers practical guidance for firms which aim to optimize customer portfolios and reduce exposure to low-value clients’ risks.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
Link to this item:https://purl.utwente.nl/essays/106854
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