Meta (formerly Facebook)/Kustomer (M.10262) [Archived]

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Meta (formerly Facebook)/Kustomer (M.10262) [Archived]

Copyright © 2025 LexisNexis

Published by a LexisNexis Competition expert

Practice notes
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CASE HUB

ARCHIVED—this archived case hub reflects the position at the date of the decision of 27 January 2022; it is no longer maintained.

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Case facts

OutlineEuropean Commission merger investigation into the proposed acquisition by Meta (formerly Facebook) of Kustomer (M.10262). The transaction involves horizontal overlaps in the market for the Supply of customer relationship management (CRM) software.
Latest developmentsOn 27 January 2022, the Commission cleared the proposed transaction subject to commitments. The Commission found that transaction would raise competition concerns in the market for the supply of CRM software and the market for the supply of customer service and support CRM software. It concluded that, following the transaction, Meta would have the ability, as well as an economic incentive, to engage in foreclosure strategies in relation to Kustomer's close rivals and new entrants, such as denying or degrading access to the application programming interfaces for Meta's messaging channels. To address the Commission’s concerns, the Commission accepted commitments offered by Meta. It offered access commitments in terms of application programming interfaces
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