Call for Papers - 5th iCRM Workshop at BIS 2020

Our International Workshop on Intelligent Data Analysis in Integrated Social CRM (iCRM) is taking place for the fifth time! This year, as in the previous one, the workshop is part of the international and renowned BIS conference (, which moves online due to COVID19 and the worldwide travel restrictions. The submission deadline for our workshop was extended till May 14. Are you interested but need more information? No problem, we have everything important summarized for you right here.

What is our iCRM Workshop about?

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 mining tools. They are the basis for future 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, intelligent sales bots, automated services interactions, workflow automation and others. Advanced techniques, such as semantic business intelligence (SBI), computational intelligence (CI) or artificial intelligence (AI) promise a great potential to improve the capabilities in knowledge discovery and process management as well as in enabling new usage scenarios in Social CRM 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 and implementation of innovative application systems, methods and scenarios for intelligent data analysis in Social CRM, resulting in new (integrated) processes, capabilities and applications for Social CRM. It aims at nurturing research on potential application scenarios, technology acceptance, ease-of-use, market demands, return-on-invest, performance impact or new products and services is necessary to turn the potential of advancing analytical capabilities into value adding opportunities for CRM. 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.

Which topics are relevant?

We would like to look at the topic of the workshop "Intelligent Data Analysis in Integrated Social CRM" from two different perspectives - from the technical as well as from the managerial one. Topics of interest include, but are not restricted to:

Technical perspective:

  • Novel data analysis algorithms
  • Ontologies and ontology analysis for Social CRM
  • 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
  • Artificial intelligence in Social CRM
  • Requirements and current shortcomings of social analytics
  • Crowdsourcing in data analysis
  • Privacy-preserving analysis
  • Data quality in Social CRM analytics
  • Innovative Social CRM application systems
  • Novel interaction technologies (e.g. chatbots)
  • Novel functionalities fo social media platforms
  • Interaction of personal IDs and social media platforms
  • Technological architectures for Social CRM

Managerial perspective

  • Business value of linking social media and CRM in business scenarios
  • Impact on consumer behavior, marketing efficiency, customer profiling, feedback and complaints management, etc.
  • Frameworks for designing and/or analyzing social media in CRM
  • Case studies representing current and new scenarios in Social CRM
  • Privacy management in Social CRM
  • User acceptance in Social CRM
  • Social CRM maturity and readiness
  • Implementation strategies for Social CRM
  • Performance measurement of Social CRM
  • Evolution of Social CRM and maturity in practice
  • Analysis of Social CRM capabilities in specific domains (e.g. city planning, touristic destination management or energy management)

Which dates are important?

  • May 14, 2020           Submission deadline
  • May 22, 2020          Notification of acceptance/rejection
  • May 29, 2020          Submission of final papers
  • June 08-10, 2020    Workshop
  • June 26, 2020         Submission of final post-workshop papers

Which submission guidelines have to be considered?

Type of expected 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.

Papers will be published in BIS 2020 workshop post-conference proceedings, as a volume in Springer’s Lecture Notes in Business Information Processing (LNBIP) series. If you want to get a little preview, you can check out the workshop proceedings from last year, including the paper from our iCRM 2019 workshop at the following link

Who is actually organizing the workshop?

  • Olaf Reinhold, Social CRM Research Center e.V., Germany
  • Rainer Alt, Leipzig University/Social CRM Research Center e.V., Germany
  • Fabio Lobato, Federal University of Western Pará, Brazil

In case we forgot something important or you have further questions or comments, please send us an email to or use the contact form. We look forward to your submission and hope to see you at the #iCRM2020 workshop!