• Conference Date
  • 14-17 June 2021
  • Hannover, Germany

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 artificial intelligence and mining tools. They are the basis for 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, knowledge discovery, automated interactions in sales and service or process and workflow automation. Social CRM may be found in various industries (e.g. tourism, banking, energy, public sector, publishing, health, logistics, education), but reaping the potentials also means to (tightly or loosely) integrate application systems as well as business strategies and processes.

The workshop aims to shed light on current research efforts targeting the development and implementation of Social CRM application systems, methods and scenarios. It aims at nurturing multi-perspective research and is not limited to technological integration, but also includes aligned processes and strategies as well as holistic methods including change management. We invite research on application scenarios, economic analyses, the role of culture, changing consumer behavior and expectations as well as potentially negative aspects of Social CRM that influence usage scenarios and system development. 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.rg


Topics of interest

Topics of interest include, but are not restricted to:

Technical perspective:

  • Requirements and current shortcomings of social analytics
  • Novel data analysis algorithms and approaches for Social CRM
  • Data integration and fusion in Social CRM
  • Privacy-preserving analysis for Social CRM
  • Innovative Social CRM application systems
  • Novel interaction technologies (e.g. chatbots, decision support assistances)
  • Interaction with personal IDs/self-sovereign identities in Social CRM
  • Impact of specific technologies on Social CRM (e.g. AI, DLT, IoT)
  • Technological architectures for integrated Social CRM

Managerial perspective:

  • Innovative Social CRM processes and scenarios
  • Implementation strategies for Social CRM
  • Business value of Social CRM
  • Social CRM maturity and readiness
  • Out/In-Sourcing in Social CRM
  • Privacy management in Social CRM
  • Analysis of Social CRM capabilities in specific domains (e.g. city planning, touristic destination management or energy management)

Societal perspective:

  • Customer expectations towards Social CRM
  • Cultural influences on the perception and use of Social CRM
  • Dark sides of Social CRM (e.g. shadow databases, extensive profiling and segmentation, discriminative analysis models, exclusion of non-social media users)
  • Ethics and Social CRM

Submission guidelines

Type of 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.

Accepted papers will be published in BIS 2021 workshop post-conference proceedings, as a volume in Springer’s Lecture Notes in Business Information Processing (LNBIP) series. At least one author of each paper needs to register for the conference for the paper to be included in proceedings.

Important dates

  • April 16, 2021 – Submission deadline for friendly review phase
  • May 24, 2021Extended submission deadline
  • June 05, 2021 – Notification of acceptance/rejection
  • June 11, 2021 – Submission of final papers for presentation
  • June 14, 2021 – Workshop
  • June 15-17, 2021 – Conference
  • June 30, 2021 – 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

  • Alireza Ansari, Leipzig University, Germany and IORA Regional Center for Science and Tech-nology Transfer, Iran
  • Antonio Jacob Jr, Instituto Federal do Maranhao, Brazil
  • Cristiana Fernandes De Muylder, FUMEC University, Brazil
  • Douglas Cirqueira, Dublin City University, Austria
  • Emilio Arruda, FUMEC University and University of Amazon, Brazil
  • Fabio Lobato, Federal University of Para and Federal University of Western Para, Brazil
  • Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
  • Gültekin Cakir, Maynooth University, Ireland
  • Jose Marcos de Carvalho Mesquita, The University of Connecticut, USA
  • Julio Viana, Social CRM Research Center, Germany
  • Kobby Mesah, 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, NOVA Information Management School (NOVA IMS), Universidade Nova de Lisboa, Portugal
  • Mattis Hartwig, University of Lübeck, Germany
  • Nino Carvalho, IPOG Instituto de Pós-graduação (Brazil) and IPAM Instituto Português de Administração de Marketing (Portugal), Portugal
  • Omar Andres Carmona Cortes, Instituto Federal do Maranhao, Brazil
  • Paulo Andre Lima de Castro, Aeronautics Institute of Technology, Brazil
  • Rabi Sidi Ali, Takoradi Technical University, Ghana
  • Rafael Geraldeli Rossi, Universidade Federal do Mato Grosso do Sul, Brazil
  • Regine Vanheems, Laboratoire de Recherche en Management de La Sorbonne and Orange, France
  • Renato Fileto, Federal University of Santa Catarina, Brazil
  • Sandra Turchi, Digitalents, Brazil
  • Thiago Henrique Silva, Federal University of Technology of Parana, Brazil
  • Vicente Guerola Navarro, Universitat Politècnica de València, Spain
  • Winnie Ng Picoto, Technical University of Lisbon, Portugal