ICRM2024 WORKSHOP co-located with the 23nd IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT24)

A Hybrid Conference with both Online and Offline Modes
https://www.wi-iat.com/wi-iat2024/

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, communi-ty management, social network analysis and social media monitoring as well as artificial intelli-gence (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 sec-tor, publishing, health, logistics, education) and the recent advances in AI, especially genera-tive 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 recog-nizes 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 re-search papers, case studies 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 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

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, Article Templates at https://www.ieee.org/conferences/publishing/templates.html.
Demo papers must specify “industry” or “demo” in their title, and they are limited to 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

Workshop 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 Pará, Brazil

Links:
https://www.wi-iat.com/wi-iat2024/
https://icrm2024.org
https://icrm-workshop.org