3rd International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM 2018)
in conjunction with IEEE/WIC/ACM International Conference on Web Intelligence (WI 2018)
December 3th-6th, 2018, Santiago de Chile

Topics of Interest Important Dates Submission Guidelines Workshop Organizers Programm Comittee Previous Workshops

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 (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.

More information about the main conference WI 2018 on https://webintelligence2018.com/index.html.


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

Important Dates

(extended deadline) September 02, 2018: Submission deadline of Workshop papers
September 30, 2018: Notification of Workshop paper acceptance
October 07, 2018: Camera-Ready Papers (Workshops)
December 03, 2018: Workshop

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/2018/wi18/scripts/ws_submit.php?subarea=S).

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)icrm2018.org.

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
  • Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
  • 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, 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
  • Somayeh Khaghighi, University of Amsterdam, Netherlands
  • Sören Auer, University of Bonn, Germany
  • Winnie Ng Picoto, Technical University of Lisbon, Portugal
To be extended

2nd International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM 2017) in conjunction with 2017 IEEE/WIC/ACM International Conference on Web Intelligence (WI'17)

1st International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM 2016) in conjunction with 19th International Conference on Business Information Systems (BIS 2016)