Social CRM links social media and customer relationship management (CRM). This involves a variety of applications systems, from recommendation systems to community management and monitoring as well as artificial intelligence and mining tools. They are the basis for Social CRM solutions 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, knowledge discovery, automated interactions in sales and service or process and workflow automation. Social CRM may be found in various industries (e.g., tourism, banking, energy, public sector, publishing, health, logistics, education), but reaping the potentials also means to (tightly or loosely) align application systems with business strategies and processes.

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 setup is interdisciplinary and invites researchers as well as professionals to contribute research papers, case studies and/or to present prototypes on relevant topics, both completed and ongoing.

The workshop will take place in conjunction with the 22nd IEEE/WIC International Conference on Web Intelligence and Intelligent Agent Technology (https://www.wi-iat.com/wi-iat2023/index.html)