QUESTION $5(20$ Marks$)$

In light of the discussions about the industry taking over social media, your manager at Huawei is

considering implementing social CRM and is hoping to do some research to understand best practice

in social CRM$.$

$$ Explain the concept of social CRM

$$ Explain the benefits of social CRM

$$ Provide a detailed referenced example of a tech company using social CRM to engage meaningfully

with customers. Then, discuss how this company benefitted by using social CRM$.$

$($Hint: this question requires additional research away from the module guide$)$