# Personalization for customers

Elevate customer satisfaction and increase account expansion.

Offering aggressive discounts and enticing promotions is a common strategy to attract new clients. However, it can lead to dissatisfaction among existing customers who are not eligible for these exclusive offers.

By implementing web personalization strategies, businesses can reduce friction, elevate customer satisfaction, and uncover valuable cross-selling and upselling opportunities.

![Customers](/assets/immersion/playbooks/customers.png)

## Prerequisites

Before you start, make sure you have:

- A [Croct account](https://app.croct.com/signup) with a workspace and application set up.
- Set up tracking for [user activities](/reference/event/overview#account-events) or [e-commerce events](/reference/event/overview#e-commerce-events).
- Integrated a [slot](/immersion/tutorials/get-started/content-management) into your project.

If you have not done any of these, follow the instructions on the provided links and come back here once the setup is done.

> **Use a template**
>
> You can use the CLI to run [this template](https://croct.com/templates/use-case/saas/customer) instead of manually configuring this on the interface.

## Step by step

Follow this to configure your experience:

1. **Create an experience**

   Open the [experiences page](https://app.croct.com/redirect/organizations/-organization-/workspaces/-workspace-/experiences) in the admin app and click **New experience** to create an experience.

2. **Define an audience**

   In the **Audience** tab, click **New audience** and define a criteria.

   You can use the following criteria to segment customers based on their purchase history or account status:

   ```cql
   user has placed an order
   or user has signed up
   ```

   You can increase your reach by also including visitors coming from your campaigns:

   ```diff
   user has placed an order
   or user has signed up
   +or campaign's name matches "something"
   ```

3. **Select the slot**

   Click the **Slot** tab and select the ones you want to personalize.

   You can select multiple slots across the website to maintain consistent communication. Some popular choices are the announcement bar, hero section, and callout slots.

4. **Define the personalized content**

   Click the **Content** tab to specify which content should be shown to those users in the selected slots.

5. **Preview and publish**

   Publish your experience or click **Preview** to see the magic happen.

## Explore

- [Audiences](/explanation/audience/popular-audiences): Learn how to create audiences based on the user's attributes.
- [Experiences](/explanation/experience/introduction): Discover what an experience is and how it works.