A Systems Perspective on Customer Segmentation as a Strategic Tool for Sustainable Development Within Slovakia’s Postal Market

Abstract

Customer segmentation is a foundation of Customer Relationship Management (CRM) and is widely regarded as a key to business development success. As the principles of sustainable development become increasingly central to business strategy, it is necessary that social, environmental, and economic considerations be incorporated into customer segmentation—even in regulated markets such as the postal market. The article develops and applies a three-dimensional (3D) segmentation model of business customers in the Slovak postal market, utilizing cluster analysis within STATISTICA analytical software for operationalization of the segmentation criteria. The 3D model reacts to the three pillars of sustainable development and is verified under real conditions at Slovak Post, plc. By adopting a systems perspective, the research places customer segmentation as an integral component of the entire socio-technical system, emphasizing the interrelatedness of organizational, social, and environmental considerations. The study illustrates how a systems-based approach to segmentation enables postal operators to uncover key customer segments, optimize resource allocation, and support competitiveness and sustainability goals. The practical applicability of the model is illustrated by its potential for application in other regulated service industries, providing a solid framework for sustainable customer management and strategic decision-making in complex environments. The research underscores the critical role of systems thinking in addressing the complex challenges of sustainable development in regulated industries.