iCRM 2016 - 1st International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM 2016)

Integrated Social Customer Relationship Management (Social CRM) is an emerging concept that includes strategies, processes and technologies that bring together Social Media on the Web and CRM processes. However, transforming the large mass of data available on social media into value adding opportunities for companies remains challenging. Today, a variety of software applications based on Web and Text Mining techniques is used for this task. These are helpful for identifying relevant Social Media postings and for extracting basic information (e.g. number of “likes”, occurrence of key words in postings, identification of simple sentiments), but they are insufficient for identifying more complex patterns, for example, semantic relationships between actors, profiles and postings from large, dispersed and unstructured databases. For instance, advanced techniques such as Semantic Business Intelligence (SBI) (e.g., semantic enrichment and disambiguation of social media data, data warehouses based on the semantic Web, semantic interoperability) or Computational Intelligence (CI) (e.g. artificial neural networks, Bayesian models, fuzzy systems and evolutionary computing) promise a great potential to improve the capabilities in knowledge discovery and may also enable new usage scenarios in Social CRM (e.g. impact simulation, network analysis, topic development, trend prediction) 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 of innovative tools and methods for intelligent data analysis in Social CRM, resulting in new (integrated) processes and capabilities. The 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. The workshop will take place in conjunction with the Annual Meeting of the German-Brazilian Partnerships for Social CRM and a tutorial on Data Analysis in Social CRM hosted by the Social CRM Research Center.
Topics of interest
Innovative Social CRM tools
Novel data analysis algorithms
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
Requirement and current short comings of Social Analytics
Value of data analysis in Social CRM
Theory development
Case studies representing the current and new scenarios
Crowdsourcing in data analysis
Privacy-preserving analysis
Privacy Management and data analysis in Social CRM
Data quality in Social CRM Analytics