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. However, these tools often fall short in identifying complex patterns (e.g. semantic information, intentions). Advanced techniques, such as semantic business intelligence (SBI) or computational intelligence (CI), promise a great potential to improve the capabilities in knowledge discovery and may also enable new usage scenarios in Social CRM (e.g. network analysis, topic recognition, trend prediction) in various domains (e.g. tourism, banking, energy, public sector, publishing, health, logistics, education). However, their current application in commercial tools and real-world scenarios seems limited not only because of missing expertise, but also because of aspects such as ease-of-use, configuration costs or availability of required resources. 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.
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
Submission guidelines:
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Submitted papers must be original, unpublished, and not submitted to another conference or journal for consideration.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 ACM Proceedings Manuscript Formatting . 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.
Submission deadline: 22th july, 2018
Organizers and Chairs:
Rainer Alt, Leipzig University/Social CRM Research Center
Olaf Reinhold, Leipzig University/Social CRM Research Center
Fabio Lobato, Federal University of Western Pará
Program Committee:
Ádamo Santana, Federal University of Para, Brazil and School of Interdisciplinary Mathematical Sciences of Meiji University, Japan
Antônio Jacob Jr., State University of Maranhão, Brazil
Axel-Cyrille Ngonga Ngomo, Paderborn University, Germany
Cristiana Fernandes De Muylder, FUMEC University, Brazil
Emílio Arruda, FUMEC University and University of Amazon, Brazil
Fábio Lobato, Federal University of Western Pará, Brazil
Hans Dieter Zimmermann, FHS St. Gallen University of Applied Sciences, Switzerland
Julio Viana, Social CRM Research Center, Germany
Jörn Altmann, Seoul National University, South Korea
Matthias Wittwer, Leipzig University, Germany
Nino Carvalho, Instituto Europeu de Gestão, 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
Somayeh Khaghighi, University of Amsterdam, Netherlands
Sören Auer, University of Bonn, Germany
Winnie Ng Picoto, Universidade de Lisboa, Portugal
Further information on the next webpages:
http://www.webintelligence2018.com
http://www.iCRM2018.org