10th International Workshop on Integrated Social CRM at 24th WI-IAT 2025 – Call for Papers
Social CRM links the domain of social media with customer relationship management (CRM). On the one hand, 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 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, provide 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.
The iCRM workshop aims to advance research in the field of Social CRM that on the one hand recognizes the need for integrating information systems, processes and systems as well as the need to integrate various forms of intelligence in Social CRM solutions. This comprises technical and economic aspects with the development and implementation of innovative tools and methods for intelligent data analysis in Social CRM as well as redesigned processes and capabilities for Social CRM.
The workshop is interdisciplinary in nature and has been conducted since 2015 with accepted papers being published in the IEEE xPlore e-library. We invite researchers as well as professionals to contribute research papers, case studies and/or to present prototypes on relevant topics, both completed and ongoing.
Topics of Interest include, but are not restricted to:
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
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)
Societal Perspective
- Customer expectations towards Social CRM
- Cultural and ethical 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)
Submission Guidelines
- The workshop welcomes full research papers and demo papers including experimental research, case studies and student research papers.
- Papers must be submitted electronically in standard IEEE Conference Proceedings format (max 6 pages, see Article Templates)
- Demo papers must specify “industry” or “demo” in their title, and they are limited to 6 pages including references.
- Submitted papers will undergo a peer-review process, coordinated by the International Program Committee.
- All accepted and presented papers will be published in a companion volume of the IEEE WIC ACM International Conference on Web Intelligence (WI) (IEEE Xplore – Conference Table of Contents).
Chairs
Rainer Alt
Leipzig University / Social CRM Research Center, Germany
Olaf Reinhold
University of Cooperative Education Saxony / Social CRM Research Center, Germany
Fabio Lobato
Important Dates
Photo: London Bridge from sameladuarte on Pixabay
Workshop Series 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
- Antônio Jacob Jr., State University of Maranhao, 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
- Emílio Arruda, University Federal do Pará and University of Amazon, Brazil
- Fabíola Pereira, Federal University of Uberlândia (UFU), Brazil
- Flavius Frasincar, Erasmus University Rotterdam, The Netherlands
- Georgios Lampropoulos, University of Macedonia, Greece
- Gültekin Cakir, Maynooth University, Ireland
- José 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 Maranhão, 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
- Vitor Mesaque, Universidade Federal de Mato Grosso do Sul (UFMS), Brazil
- Winnie Ng Picoto, Technical University of Lisbon, Portugal
- Yerin Yee, Kyung Hee University, South Korea
Past Workshops
9th International Workshop on Integrated Social CRM (iCRM 2024)
in conjunction with the IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology 2024, Bangkok, Thailand
8th International Workshop on Integrated Social CRM (iCRM 2023)
in conjunction with the IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology 2023, Venice, Italy
7th International Workshop on Integrated Social CRM (iCRM 2022)
in conjunction with the IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology 2022, Niagara Falls, Canada
6th International Workshop on Integrated Social CRM (iCRM 2021)
in conjunction with Business Information Systems 2021
5th International Workshop on Integrated Social CRM (iCRM 2020)
in conjunction with Business Information Systems 2020, Colorado Springs, USA
4th International Workshop on Integrated Social CRM (iCRM 2019)
in conjunction with Business Information Systems 2019, Seville, Spain
3rd International Workshop on Integrated Social CRM (iCRM 2018)
in conjunction with the IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology 2018, Santiago de Chile, Chile
2nd International Workshop on Integrated Social CRM (iCRM 2017)
in conjunction with the IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology 2017, Leipzig, Germany
1st International Workshop on Integrated Social CRM (iCRM 2016)
in conjunction with Business Information Systems 2016, Leipzig, Germany