At the age of 14, Tom wanted to be a cook, a professional master chef. His father, a hardworking man who himself never had the chance to study, did not fancy the idea. Instead, Tom went to study engineer and economics in Brussels (Belgium) where he was an engaged student.

Fast forward to 2015. Tom has almost 15 years of experience in the IT and SaaS world under his belt and is Customer Success Director at Selligent in Germany when he decides to start Carnewal Consult Ltd. Initially founded as management company, he used it to fund and co-found two technology startups: Funkytime in 2016 and Certables in 2018.

However, the continious frustratation that he had no solid framework to implement or scale customer success and that at every project he had to reinvent the wheel, kept him busy . That is when the idea to turn all his experience and expertise into a service organisation to help other companies grow their recurring revenue, was born.

During the pandemic he, at last completed his long-time customer success data research. The outcome gave him new insights on the impact of customer success on recurring revenue. Soon the ‘Customer Cross’ researched-based concept saw the light and the company and its purpose were redefined.

The first version of the Customer Cross methodology was presented to the customer success public at Engage 2022 in Paris. In November 2022 a second more mature version was presented at Gainsight’s Pulse Europe in London. Today, the methodology is continiously updated with new insights and data.