← Workshops Programme iCRM.BISconf.org

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

Social CRM links social media and customer relationship management (CRM). This comprises a variety of applications systems, from recommender systems to community management and monitoring as well as mining tools. They are the basis for future Social CRM applications that support daily tasks such as the prediction of consumer behavior, customer profiling, impact simulation, business network analysis, lead prediction, market trend prediction, competitor analysis, intelligent sales bots, automated services interactions, workflow automation and others. Advanced techniques, such as semantic business intelligence (SBI), computational intelligence (CI) or artificial intelligence (AI) promise a great potential to improve the capabilities in knowledge discovery and process management as well as in enabling new usage scenarios in Social CRM 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 and implementation of innovative application systems, methods and scenarios for intelligent data analysis in Social CRM, resulting in new (integrated) processes, capabilities and applications for Social CRM. It aims at nurturing research on potential application scenarios, technology acceptance, ease-of-use, market demands, return-on-invest, performance impact or new products and services is necessary to turn the potential of advancing analytical capabilities into value adding opportunities for CRM. The workshop 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.

Short URL: iCRM.BISconf.org

Topics of interest

Topics of interest include, but are not restricted to:

Technical perspective:

  • Novel data analysis algorithms
  • Ontologies and ontology analysis for Social CRM
  • 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
  • Artificial intelligence in Social CRM
  • Requirements and current shortcomings of social analytics
  • Crowdsourcing in data analysis
  • Privacy-preserving analysis
  • Data quality in Social CRM analytics
  • Innovative Social CRM application systems
  • Novel interaction technologies (e.g. chatbots)
  • Novel functionalities for social media platforms
  • Interaction of personal IDs and social media platforms
  • Technological architectures for Social CRM

Managerial perspective:

  • Business value of linking social media and CRM in business scenarios
  • Impact on consumer behavior, marketing efficiency, customer profiling, feedback and com-plaints management, etc.
  • Frameworks for designing and/or analyzing social media in CRM
  • Case studies representing current and new scenarios in Social CRM
  • Privacy management in Social CRM
  • User acceptance in Social CRM
  • Social CRM maturity and readiness
  • Implementation strategies for Social CRM
  • Performance measurement of Social CRM
  • Evolution of Social CRM and maturity in practice
  • Analysis of Social CRM capabilities in specific domains (e.g. city planning, touristic destination management or energy management)

Submission guidelines

Type of expected submissions:

  • Research papers (up to 12 pages)
  • Research in progress (up to 6 pages)
  • Case studies (up to 6 pages)
  • Teaching cases (up to 6 pages)
  • Prototypes, including an extended abstract (up to 6 pages)

Papers must be submitted via EasyChair in PDF format according to Springer LNBIP template. Papers will be published in BIS 2020 workshop post-conference proceedings, as a volume in Springer’s Lecture Notes in Business Infor-mation Processing (LNBIP) series.

Important dates

  • March 23, 2020 – Submission deadline for friendly review phase
  • May 14, 2020 (extended) – submission deadline for papers
  • May 28, 2020 – notification of acceptance/rejection
  • June 4, 2020 – submission of papers for presentation
  • June 08-10, 2020 – Workshop
  • June 26, 2020 – Submission final post-workshop papers

Organizers and Chairs


  • Olaf Reinhold, Social CRM Research Center, Germany
  • Rainer Alt, Leipzig University/Social CRM Research Center, Germany
  • Fabio Lobato, Federal University of Western Pará/ Engineering and Geoscience Institute, Brazil

Program Committee

  • Alan Marcel Fernandes de Souza, Amazon University, Brazil
  • Alireza Ansari, Leipzig University, Germany and IORA Regional Center for Science and Technology Transfer, Iran
  • Antônio Jacob Jr., State University of Maranhão, Brazil
  • Cristiana Fernandes De Muylder, FUMEC University, Brazil
  • Douglas R. Cirqueira, Dublin City University, Ireland
  • Emílio Arruda, FUMEC University and University of Amazon, Brazil
  • Fábio Lobato, Federal University of Western Pará, Brazil
  • Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
  • Gültekin Cakir, Maynooth University, Ireland
  • José Marcos de Carvalho Mesquita, The University of Connecticut, USA
  • Julio Viana, Social CRM Research Center, Germany
  • Kobby Mensah, University of Ghana Business School, Ghana
  • Kwabena Obiri Yeboah, Catholic University College of Ghana, Ghana
  • Kwame Adom, University of Ghana Business School, Ghana
  • Luis Madureira, Universidade Nova de Lisboa, Portugal
  • Mark Lennon, California University of Pennsylvania, USA
  • Mattis Hartwig, University of Lübeck, Germany
  • Nino Carvalho, Fundacao Getulio Vargas and European Institute of Management, Portugal
  • Omar Andres Carmona Cortes, Instituto Federal do Maranhão, Brazil
  • Rabi Sidi Ali, Takoradi Technical University, Ghana
  • Rafael Geraldeli Rossi, Universidade Federal do Mato Grosso do Sul, Brazil
  • Renato Fileto, Federal University of Santa Catarina, Brazil
  • Sandra Turchi, Digitalents, Brazil
  • Thiago Henrique Silva, Federal University of Technology of Parana, Brazil
  • Winnie Ng Picoto, Technical University of Lisbon, Portugal