1st International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM 2016)

Register also for the Tutorial Social CRM Analytics
on July, 6th

Topics of interest | Agenda | Submission guidelines | Important dates | Organizers and Chairs | Program Committee

Integrated Social Customer Relationship Management (Social CRM) is an emerging concept that includes strategies, processes and technologies that bring together Social Media on the Web and CRM processes. However, transforming the large mass of data available on social media into value adding opportunities for companies remains challenging. 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 basic information (e.g. number of “likes”, occurrence of key words in postings, identification of simple sentiments), but they are insufficient for identifying more complex patterns, for example, semantic relationships between actors, profiles and postings from large, dispersed and unstructured databases. For instance, 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 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 and capabilities. 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 and a tutorial on Data Analysis in Social CRM hosted by the Social CRM Research Center.

Topics of interest

  • 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 short comings of Social Analytics
  • Value of data analysis in Social CRM
  • Theory development
  • Case studies representing the 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

Agenda (Thursday, July 7th, 2016)

Session #2
11:00 – 11:30 Lars Busch:
Invited Speech Matchwerk
11:30 – 12:00 Neusa Pressler, Dilson Oliveira, Mário Camarão F. Neto and Analaura Corradi:
CRM in the AMAZON: Overview of Social Media Consumption
12:00 – 12:30 Luiz Ferreira, Antonio Lavareda, Harry Cruz, Olaf Reinhold, Rainer Alt and Adamo Santana:
Evaluation of Candidates Metrics for Performance of Social CRM on Brazil Market Environment
Session #3
14:45 – 15:15 Fábio Lobato, Marcia Pinheiro, Antonio Jacob Jr., Ádamo Santana, Olaf Reinhold and Rainer Alt: Social CRM:
Biggest Challenges to Make it Work in Real World
15:15 – 15:45 Armin Felbermayr and Alexandros Nanopoulos:
Emotions in Online Reviews to Better Understand Customers’ Brand Perception
15:45 – 16:15 Douglas Cirqueira, Antonio Fernando Lavareda Jacob Junior, Fabio Manoel Franca Lobato, Adamo Lima De Santana and Márcia Pinheiro:
Performance Evaluation of Sentiment Analysis Methods for Brazilian Portuguese
Session #4
16:45 – 17:15 Matthias Wittwer, Olaf Reinhold, Rainer Alt, Finn Jessen and Richard Stüber:
Social Media Analytics using BI and Social Media Tools – Differences and Implications
17:15 – 17:45 Stefan Reichert and Jens Strüker:
Assessment of Business Benefits for the Operation of a Smart City Energy Management Platform
17:45 – 18:15 Panel Discussion

Submission guidelines

  • Full research papers: max. 12 pages
  • Research in progress: max. 7 pages
  • Case studies and teaching cases: max. 5 pages
  • Prototypes, including an extended abstract: max. 5 pages

Submitted papers must be original, unpublished, and not submitted to another conference or journal for consideration. Authors must follow the LNBIP formatting guidelines. Papers approved for presentation will be published in the BIS 2016 workshop post-conference proceedings, as a volume in Lecture Notes in Business Information Processing series by Springer after a second review round. Submissions need to be anonymized and will receive at least three reviews. Submissions have to follow the defined page limits (including figures, tables, appendices and references). Registration for the BIS 2016 conference entitles to participate in the conference, as well as in all workshops and tutorials held in conjunction with it. 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 Easychair conference system.

Important dates

  • Submission deadline: May 1, 2016 Deadline extension: May 31, 2016
  • Notification of acceptance/rejection: June 5, 2016 Jun 14, 2016
  • Submission of final papers: June 26, 2016 Jul 3, 2016
  • Workshop: Jul 6-8, 2016
  • Tutorial: Jul 6, 2016

Organizers and Chairs

Leipzig University/Social CRM Research Center, Germany

  • Rainer Alt
  • Olaf Reinhold

Program Committee

  • Ádamo Santana, Federal University of Pará, Brazil
  • Sandra Turchi, Digitalents and Escola Superior de Propaganda e Marketing, Brazil
  • Antonio Fernando Lavareda Jacob Jr., State University of Maranhão and Federal University of Pará, Brazil
  • Fábio Lobato, Federal University of Pará and Federal University of Western Pará, Brazil
  • Renato Fileto, Federal University of Santa Catarina, Brazil
  • Marcia Fontes, University of Amazon and Federal University of Pará, Brazil
  • Harry Cruz, Social CRM Research Center, Germany
  • Matthias Wittwer, University of Leipzig, Germany
  • Nino Carvalho, Fundacao Getulio Vargas and Universidade do Porto, Brazil
  • Sören Auer, University of Bonn, Germany
  • Axel Ngonga, University of Leipzig, Germany
  • Hans Dieter Zimmermann, FHS St. Gallen University of Applied Sciences, Switzerland
  • Marco Cristo, Federal University of Amazonas, Brazil
  • Emílio Arruda, FUMEC University and University of Amazon, Brazil