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All Journal EXPERT: Jurnal Manajemen Sistem Informasi dan Teknologi
Winarso, Bagus Joko
Universitas Muria Kudus
Computer Science & IT

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Analisis Churn Menggunakan Metode K-Means Clustering Berdasarkan Model LRFM Untuk Meningkatkan Retensi Pada Mahes Printing Winarso, Bagus Joko; Fithri, Diana Laily; Adiyono, Soni
EXPERT: Jurnal Manajemen Sistem Informasi dan Teknologi Vol 15, No 2 (2025): December
Publisher : Universitas Bandar Lampung (UBL)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36448/expert.v15i2.4584

Abstract

In the competitive digital era, customer retention has become a critical factor for business sustainability, particularly in the digital printing industry which faces intense competition. Mahes Printing, despite recording a high transaction volume, continues to experience low repurchase rates due to fragmented and manual management of customer data and transaction history. This study aims to implement churn analysis within a Sales Management Information System using a Customer Relationship Management (CRM) approach supported by the LRFM (Length, Recency, Frequency, Monetary) model and the K-Means clustering algorithm. The results indicate that customers can be effectively grouped into three main clusters representing low, medium, and high churn risk levels. This segmentation facilitates the identification of customers with high churn potential, characterized by low Recency and Frequency values, thereby providing strategic insights to support data-driven decision-making and the development of more targeted and effective customer retention strategies.
Co-Authors Adiyono, Soni Fithri, Diana Laily