Integrated Social Customer Relationship Management (Social CRM) aims at using data from social media in customer-oriented processes. However, transforming the large volume of mostly unstructured social media content into value adding opportunities remains challenging. A variety of software applications based on web and text mining techniques has emerged for this task, which identify relevant social media postings and extract basic information (e.g. number of “likes”, occurrences of key words, identification of simple sentiments). Many of these tools are only little integrated and fall short of identifying more complex patterns, such as, semantic relationships between actors, profiles or postings from large, dispersed and unstructured databases.
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 to improve the capabilities in knowledge discovery and may also enable new usage scenarios for Social CRM (e.g. impact simulation, network analysis, topic development, trend prediction) in various domains (e.g. tourism, banking, energy, public sector, publishing, health, logistics, education).
The workshop aims to shed light on current research efforts targeting the development of innovative tools and methods for intelligent data analysis in Social CRM, resulting in new (integrated) processes, capabilities and innovative business cases. 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 at WI2017 in Leipzig, Germany.
Topics of Interest
The topics of the workshop include, but are not limited to, the following:
- Application of big data technologies in Social CRM
- Case studies representing current and new scenarios in Social CRM
- Crowdsourcing in data analysis
- Data-enabled Social CRM processes
- Data integration and fusion in Social CRM
- Efficiency and effectiveness of Social CRM
- Measurement of Social CRM solutions and implementations
- Novel data analysis algorithms
- Privacy management in Social CRM
- Tools for Social Media Monitoring and Social Network Analysis
- Use cases of social media for CRM
- Value and quality of data in Social CRM analytics
Submitted papers must be original, unpublished, and not submitted to another conference or journal for consideration. Authors must follow the ACM Proceedings Manuscript Formatting Guidelines (see http://webintelligence2017.com/participants/submissions). 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/2017/wi17/scripts/submit.php?subarea=S02&undisplay_detail=1&wh=/cyberchair/2017/wi17/scripts/ws_submit.php).
Rainer Alt, Leipzig University/Social CRM Research Center
Olaf Reinhold, Leipzig University/Social CRM Research Center
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, Fundacao Getulio Vargas and Universidade do Porto, 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
Sören Auer, University of Bonn, Germany
To be extended