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Topics of interest | Submission guidelines | Important dates | Organizers and Chairs | Program Committee

Integrated Social Customer Relationship Management (Social CRM) is an emerging concept that includes strategies, processes and technologies for utilizing social media in CRM. Today, a variety of software applications ranging from social analytic tools, workflow management systems, content management to ERP systems and others are used for this task. These applications are helpful for managing relevant social media (e.g. touch points with followers, leads, professional communities or influencers), for extracting information (e.g. number of “likes”, occurrences of key words in postings, identification of simple sentiments, social logins) and for interacting with social web users (e.g. co-marketing, service management, community building, influencer management or social sales). Often, their low interoperability limits the automation degree and business contribution in a specific scenario. Integrated Social CRM systems aim to overcome the existing shortcoming through the integration of relevant functionalities in best-of-breed approaches or within single complex software suites. Available systems in the CRM market (e.g. Salesforce or Microsoft) demonstrate some of the potential benefits, such as AI-based decision support grounded on internal and exter-nal information, collaboration in workflows, pro-active service offerings, customer managed tasks, robot automation in processes/touchpoints or seamless omni-channel-management.

The workshop aims to shed light on current research efforts, from a technical and economical per-spective, targeting the development and implementation of integrated Social CRM solutions. The setup is interdisciplinary and invites researchers and professionals to contribute with research pa-pers, case studies or to present prototypes on relevant topics, both completed and ongoing.

Short URL: iCRM.BISconf.info

Topics of interest

Topics of interest include, but are not restricted to:

  • CRM process support on the social web
  • Service engineering for Social CRM
  • Business value of Social CRM
  • Success factors of Social CRM
  • Value of data analysis in Social CRM
  • Innovative Social CRM tools
  • Requirements and current shortcomings of Social CRM analytics
  • Novel data analysis algorithms
  • Data integration and fusion in Social CRM
  • Privacy-preserving analysis
  • AI in Social CRM
  • Robot Automation in Social CRM
  • Data quality in Social CRM
  • Crowdsourcing in data analysis and CRM process tasks
  • Customer journey design and modelling in Social CRM
  • Privacy management in Social CRM
  • Case studies representing current and new scenarios in Social CRM

Submission guidelines

  • Research papers (up to 8 pages)
  • Research in progress (up to 4 pages)
  • Case studies (up to 4 pages)
  • Teaching cases (up to 4 pages)
  • Prototypes, including an extended abstract (up to 4 pages)

Papers must be submitted via EasyChair in PDF format according to Springer LNBIP template.

Papers approved for presentation at iCRM 2019 will be published in BIS 2019 workshop post-conference proceedings, as a volume in Springer’s Lecture Notes in Business Information Pro-cessing (LNBIP) series. BIS 2019 Workshops proceedings will be distributed to workshop participants by regular mail.

Workshop papers will be made available in electronic form by the BIS organizers to all workshop participants (and only to them) directly before the conference.

Important dates

  • May 14, 2019 (extended) – submission deadline for papers
  • May 24, 2019 (extended) – notification of acceptance/rejection
  • June 12, 2019 (extended) – submission of final papers (for presentation)
  • June 26-28, 2019 – the workshop

Organizers and Chairs

  • Olaf Reinhold, Leipzig University/Social CRM Research Center, Germany
  • Rainer Alt, Leipzig University/Social CRM Research Center, Germany
  • Fabio Lobato, Federal University of Western Pará/Engineering and Geoscience Institute, Brazil

Program Committee

  • Antônio Jacob Jr., State University of Maranhão, Brazil
  • Cristiana Fernandes De Muylder, FUMEC University, Brazil
  • Emílio Arruda, FUMEC University and University of Amazon, Brazil
  • Fábio Lobato, Federal University of Western Pará, Brazil
  • Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
  • Julio Viana, Social CRM Research Center, Germany
  • Nino Carvalho, IPOG Instituto de Pós-graduação, Brazil and IPAM Instituto Português de Administração de Marketing, Portugal
  • Omar Andres Carmona Cortes, Instituto Federal do Maranhão, Brazil
  • Rafael Geraldeli Rossi, Universidade Federal do Mato Grosso do Sul, Brazil
  • Renato Fileto, Federal University of Santa Catarina, Brazil
  • Sandra Turchi, Digitalents, Brazil
  • Winnie Ng Picoto, Technical University of Lisbon, Portugal

To be extended…