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Integrated Social Customer Relationship Management (Social CRM) is an emerging concept that includes strategies, processes and technologies that use social media in CRM. Approaches from the field of web intelligence are important to transform the large mass of data available on social media into value adding opportunities for companies. 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, 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 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.
More information about the main conference WI 2019 on https://webintelligence2019.com.
Topics of Interest
Topics of interest include, but are not restricted to:
Requirement and current shortcomings of Social CRM analytics
Data integration and fusion in Social CRM
Cross-domain data integration for Social CRM
Big data and IoT in Social CRM tools
Computational and artificial intelligence in Social CRM
Novel data analysis algorithms for Social CRM
Cross-business customer journey analytics
Innovative Social CRM tools
Crowdsourcing in data analysis
Innovative and data-driven Social CRM processes
Privacy-preserving analysis
Privacy management and data analysis in Social CRM
Data quality in Social CRM analytics
Value of data analysis in Social CRM scenarios
CRM process support on the social web
Case studies representing current and new scenarios in Social CRM
Submission Guidelines
Type of expected submissions:
Research papers (up to 4 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)
Submitted papers must be original, unpublished, and not submitted to another conference or journal for consideration. Authors must follow the IEEE conference proceedings format (see https://www.ieee.org/conferences/publishing/templates.html). Submissions need to be anonymized and will receive at least two reviews. Submissions have to follow the defined page limits (including figures, tables, appendices and references). All papers accepted for workshops will be included in the Workshop Proceedings published by the IEEE Computer Society Press. At least one author of each paper needs to register for the conference for the paper to be included in proceedings.
All submissions must be submitted via the conference submission system CyberChair (https://wi-lab.com/cyberchair/2019/wi19/scripts/submit.php?subarea=Wr).
Workshop Organizers
Rainer Alt, Leipzig University/Social CRM Research Center, Germany
Olaf Reinhold, Leipzig University/Social CRM Research Center, Germany
Fabio Lobato, Federal University of Western Pará/ Engineering and Geoscience Institute, Brazil
For any questions regarding the workshop please contact us via contact(at)icrm2019.com
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, Fundacao Getulio Vargas and European Institute of Management, Portgual
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
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