Integrated Social Customer Relationship Management (Social CRM) aims at using data from social media in customer-oriented processes. However, transforming the large volume of mostly unstructured social media content into value adding opportunities remains challenging. A variety of software applications based on web and text mining techniques has emerged for this task, which identify relevant social media postings and extract basic information (e.g. number of “likes”, occurrences of key words, identification of simple sentiments). Many of these tools are only little integrated and fall short of identifying more complex patterns, such as, semantic relationships between actors, profiles or postings from large, dispersed and unstructured databases.

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 to improve the capabilities in knowledge discovery and may also enable new usage scenarios for 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, capabilities and innovative business cases. 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 at WI2017 in Leipzig, Germany.