In late 2020, Amazon has launched a new program called "Amazon Shopper Panel". During launch, the program was opt-in and invitation-only, open exclusively to U.S. consumers. The program directly pays consumers for information about what they purchase outside of Amazon.com and for responding to short surveys. "Amazon Shopper Panel" ask users to send in 10 receipts per month for any purchases made at non-Amazon retailers, including grocery stores, department stores, drug stores and entertainment outlets (if open), like movie theaters, theme parks and restaurants. The surveys will ask participants about products and brands that may be of interest to them or their likelihood of purchasing certain products. Other surveys will ask for opinions about advertisements. The rewards will vary depending on the survey! In November 2020, Facebook announced that it planned to acquire Kustomer, a startup founded with the aim of disrupting the customer services industry with a new approach to provide businesses with better data and a more unified picture of customers by bringing together the many social media and other channels, and longer history between customers and businesses. Facebook's move has signaled that Facebook has been slowly building up a big business providing customer services to businesses on its platform, and the plan now is to offer a paid service to businesses who are interested to access this platform. Around 175 million users have used facebook to engage with businesses that use Facebook as a replacement for website or mobile app of their own, and some businesses today may have a simple page on Facebook. Users have also used Facebook to engage with those businesses that offer conversation channels on Facebook-owned messaging apps like Instagram, Messenger and WhatsApp to complement customers contacting businesses. Acquiring Kustomer's customer relationship management features and its services can be expected to be integrated into the Facebook services (sources: https://techcrunch.com/2020/11/30/facebook-confirms-it-has-acquired-kustomer-sourc es-say-for-1b/). What are the immediate and long-term Customer Relationship Management advantages of Amazon's recently introduced platform Amazon Shopper Panel and Facebook's acquisition of Kustomer? How can Amazon and Facebook use these advantages to create and maintain consumer-related databases that are accessible to other companies that utilize Amazon and Facebook to provide customer support (B2C)