Pada era persaingan bisnis yang semakin ketat, Bengkel Abyan Motor menghadapi tantangan dalam mempertahankan dan menarik pelanggan. Customer churn, yaitu keadaan di mana pelanggan berhenti menggunakan layanan atau berpindah ke pesaing, menjadi salah satu ancaman utama. Penurunan jumlah layanan serta kesulitan dalam membedakan diri dari bengkel lain mendorong Abyan Motor untuk menerapkan strategi berbasis Customer Relationship Management (CRM) Analytical guna menganalisis customer churn. Penelitian ini bertujuan untuk menerapkan CRM Analytical Customer Churn sebagai pembeda dan alat retensi pelanggan melalui sistem berbasis Web yang menggunakan Online Analytical Processing (OLAP). Pengembangan sistem dilakukan dengan metode Rational Unified Process (RUP), desain UML, dan pemrograman PHP. Implementasi sistem ini memungkinkan Abyan Motor mengidentifikasi pelanggan yang berisiko churn, memberikan wawasan untuk tindakan preventif melalui penawaran khusus atau program loyalitas, serta menyediakan analisis data pelanggan yang mendalam untuk mendukung keputusan strategis. Hasil dari penelitian ini menunjukkan bahwa sistem informasi CRM Analytical untuk mempermudah identifikasi pola perilaku pelanggan, meningkatkan retensi, dan mengoptimalkan upaya pemasaran. Sistem ini memberikan nilai tambah bagi Abyan Motor, membuatnya lebih kompetitif dan menarik di mata pelanggan melalui pendekatan yang lebih personal dan proaktif.
Kata Kunci : CRM Analytical, OLAP, Analisis Churn, UMKM, RUP

In today's highly competitive business environment, Abyan Motor Workshop faces significant challenges in retaining existing customers and attracting new ones. One of the primary threats is customer churn, where customers stop using a service or switch to a competitor. A decline in service numbers and difficulty distinguishing itself from competitors prompted Abyan Motor to adopt an Analytical Customer Relationship Management (CRM) strategy to address customer churn effectively. This study focuses on implementing CRM Analytical Customer Churn as a tool for differentiation and customer retention through a web-based system powered by Online Analytical Processing (OLAP). The system was developed using the Rational Unified Process (RUP) methodology, designed with Unified Modeling Language (UML), and built using PHP programming. The system enables Abyan Motor to identify customers at risk of churn, offering actionable insights for preventative measures such as special promotions or loyalty programs. Additionally, it provides comprehensive customer data analysis to inform strategic decision-making. The results of this study demonstrate that the CRM Analytical information system improves the ability to identify customer behavior patterns, enhances retention rates, and optimizes marketing efforts. By adopting this system, Abyan Motor gains a competitive edge, offering a more personalized and proactive approach that makes the business more appealing to customers.
Keywords : CRM Analytical, OLAP, Churn Analysis, UMKM, RUP