Integrated Social Customer Relationship Management (Social CRM) is an emerging concept that includes strategies, processes and technologies that use social media in CRM. Today, a variety of software applications based on web and text-mining techniques is used for this task. These are helpful for identifying relevant social media postings and for extracting information (e.g. number of “likes”, occurrences of key words in postings, identification of simple sentiments), but they often fall short of identifying complex patterns from large, dispersed and unstructured databases that are required by decision makers in CRM processes. Such patterns are for example about the semantic relationships between actors, the recognition of topics and business related information in postings or about the intention and attitude of social media users. Advanced techniques, such as semantic business intelligence (SBI) (e.g., semantic enrichment and disambiguation of social media data, data warehouses based on the semantic web, semantic interoperability) or computational intelligence (CI) (e.g. artificial neural networks, Bayesian models, fuzzy systems and evolutionary computing), promise a great potential to improve the capabilities in knowledge discovery and may also enable new usage scenarios in Social CRM (e.g. impact simulation, network analysis, topic recognition, trend prediction) in various domains (e.g. tourism, banking, energy, public sector, publishing, health, logistics, education). While such techniques are already discussed in the research community, their current application and integration in commercial tools and real-world scenarios is limited. Reasons seem to be not only maturity or missing expertise, but also aspects such as ease-of-use, configuration costs or unavailable resources such as ontologies or frameworks.
The workshop aims to shed light on current research efforts from a technical and economical perspective targeting the development and implementation of innovative tools and methods for intelligent data analysis in Social CRM, resulting in new (integrated) processes and capabilities for Social CRM. The setup is interdisciplinary and invites researchers as well as professionals to contribute research papers, case studies or to present prototypes on relevant topics, both completed and ongoing. The workshop will take place in conjunction with the Annual Meeting of the German-Brazilian Partnerships for Social CRM.
Short URL: iCRM.BISconf.info
Topics of interest
Topics of interest include, but are not restricted to:
- Innovative Social CRM tools
- Social CRM in business
- Novel data analysis algorithms
- Data integration and fusion in Social CRM
- Innovative and data-driven Social CRM processes
- Data enabled Social CRM scenarios
- Big data approaches in Social CRM
- CRM process support on the social web
- Requirement and current shortcomings of social analytics
- Value of data analysis in Social CRM
- Case studies representing current and new scenarios in Social CRM
- Crowdsourcing in data analysis
- Privacy-preserving analysis
- Privacy management and data analysis in Social CRM
- Data quality in Social CRM analytics
- 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 in PDF format according to Springer LNBIP template.
Submission system will be available soon.
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 Processing (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.
- April 15, 2019 – submission deadline for papers
- May 15, 2019 – notification of acceptance/rejection
- May 27, 2019 – 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
To be announced…
- Olaf Reinhold – firstname.lastname@example.org, +49 341-9733600