Customer Relationship Management and Your Inbox In this learning activity, we will develop skills related to defining the concept of customer relationship management (CRM). Customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. A concept similar to CRM is a process called Customer Experience Management (CEM). It's defined as managing customer interactions to build brand equity and improve long-term profitability. Using your knowledge of the CRM process and your own personal purchasing and service use history, respond to the following questions. Questions 1. Take a look at your email inbox and your junk folder. How many of the emails there are sent to you from companies aiming to improve or maintain their relationship with you? Which ones stand out as most effective? 2. How many email lists are you subscribed to presently? What is the frequency of the contacts they make with you via email? 3. Take a look at any of your social media feeds (Instagram, Facebook, Twitter, TikTok etc.). What examples of customer relationship management can you find there? How have companies and brands reached out to you based on your purchasing history to manage their relationship with you? 4. Can you find an example of a deal or promotion in either your email inbox or your social media feed that demonstrates the lengths companies will go to in order to manage their relationship with you as a customer? What are the charecteristics of that communication