QUESTION 5 (20 Marks) Your manager at Pick N Pay 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 grocery store like Pick N Pay using social CRM to engage meaningfully with customers. Then, discuss how this grocery store benefitted by using social CRM. (Hint: this question requires additional research away from the module guide) END OF PAPER