Call for Papers
9th International Workshop on Integrated Social CRM (iCRM 2024)
co-located with the 23nd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT24), https://www.icrm2024.org
December 09-12, 2024, Bangkok, Thailand, https://www.wi-iat.com/wi-iat2024/
A Hybrid Conference with both Online and Offline Modes
Submission deadline: August 15, 2024
1. Workshop theme
Social CRM links the domain of social media with customer relationship management (CRM). On the one hand, the social media platforms support various functionalities to interact with their followers from postings to marketplaces and analytics. On the other hand, application interfaces allow the integration of social media data with other analytical systems as well as business applications systems. Among the examples are recommendation systems, community management, social network analysis and social media monitoring as well as artificial intelligence (AI) and mining tools. They support CRM 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. The concept of Social CRM comprises the alignment of these systems with the CRM business process and the customer relationship strategies. It has been adopted in various industries (e.g. tourism, banking, energy, public sector, publishing, health, logistics, education) and the recent advances in AI, especially generative AI, provides new means of leveraging data, touch points and processes for Social CRM.
The workshop aims to shed light on current research efforts targeting the development and implementation of future Social CRM application systems, methods and scenarios. It recognizes that integration of the various areas of Social CRM comprises multiple dimensions, i.e. information systems, distributed data sources, aligned processes and strategies as well as holistic methods including change management, generative AI or privacy 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 has been conducted since 2015 and invites international researchers as well as professionals to contribute research papers, case studies or to present prototypes on relevant topics, both completed and ongoing.
2. Topics of interest
Topics for the workshop include, but are not restricted to the following three topic clusters:
2.1 Technical perspective:
* Use of generative AI in Social CRM
* Novel data analysis and mining approaches for Social CRM
* Data integration and fusion for Social CRM
* Privacy-preserving analytics and identity management (e.g., SSI) for Social CRM
* Innovative Social CRM application systems (e.g., in CRM systems)
* Impact of specific technologies on Social CRM (e.g., chatbots, AI, IoT, robotics)
* Social CRM in decentralized application systems (e.g., blockchain/DLT)
* Technological architectures for integrated Social CRM
2.2 Managerial perspective:
* Business value of Social CRM
* Innovative Social CRM processes and scenarios (e.g., link with Social Commerce)
* User behavior understanding and customer journey management in Social CRM
* Implementation strategies for Social CRM
* Social CRM maturity and readiness
* Out/Insourcing in Social CRM
* Privacy management in Social CRM
* Customer experience management with Social CRM
* Social CRM in specific business domains (e.g., tourism, banking, healthcare)
2.3. Societal perspective:
* Customer expectations towards Social CRM
* Cultural influences on the perception and use of Social CRM
* Transparency and misinformation handling through Social CRM
* Dark sides of Social CRM (e.g., extensive profiling and segmentation, discriminative analysis models)
* Ethics and Social CRM
3. Submission guidelines
The workshop welcomes full research papers, experimental research, case studies and student research papers. Papers must be submitted electronically in standard IEEE Conference Proceedings format (max 8 pages, see templates at https://www.ieee.org/conferences/publishing/templates.html). Demos and prototyp papers are also accepted (max 4 pages including references). Submitted papers will undergo a peer-review process, coordinated by the international program committee. Submissions via https://www.wi-iat.com/wi-iat2024/Participant-Submission.html
4. Organizers and Chairs
* Rainer Alt, Leipzig University, Social CRM Research Center, Germany
* Olaf Reinhold, University of Cooperative Education Saxony, Social CRM Research Center, Germany
* Fabio Lobato, Federal University of Western Para, Brazil
5. Program Committee
* Alan Marcel Fernandes de Souza, Federal Institute of Education, Science, and Technology of Pará (IFPa), Brazil
* Alireza Ansari, Leipzig University, Germany and IORA Regional Center for Science and Technology Transfer, Iran, Iran
* Antonio Jacob Jr, State University of Maranhão, Brazil
* Chloe Kim Joo Young, Kyung Hee University, South Korea
* Chulmo Koo, Kyung Hee University, South Korea
* Costas Assimakopoulos, International Hellenic University, Greece
* Cristiana Fernandes De Muylder, FUMEC University and Federal University of Uberlândia, Brazil
* Dewi Tamara, Binus University, Indonesia
* Douglas Cirqueira, RHI Magnesita, Austria
* Elaine Farias, Federal University of Uberlândia (UFU), Brazil
* Emilio Arruda, Federal University of Para and University of Amazon, Brazil
* Fabio Lobato, Federal University of Para and Federal University of Western Para, Brazil
* Fabíola Pereira, Federal University of Uberlândia (UFU), Brazil
* Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
* Georgios Lampropoulos, International Hellenic University, Greece
* Gültekin Cakir, Maynooth University, Ireland
* Jose Marcos de Carvalho Mesquita, The University of Connecticut, USA
* Julio Viana, Invia Flights, Germany
* Kerstin Siakas, International Hellenic University, Greece
* Kwabena Obiri Yeboah, Catholic University College of Ghana, Ghana
* 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
* Peri Akbar Manaf, Binus University, Indonesia
* 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
* Ricardo Limongi França Coelho, Federal University of Goiás, Brazil
* Ricardo Marcacini, University of São Paulo (USP), 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
* Yerin Yee, Kyung Hee University, South Korea
***
Rainer Alt, https://www.wifa.uni-leipzig.de/as
Olaf Reinhold, https://www.scrc-leipzig.de
Fabio Lobato, https://www.ufopa.edu.br
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Rainer Alt
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