
Claes Fornell
- Donald C. Cook Distinguished Professor Emeritus of Business Administration
Education
- PhD Lund University 1976
- Fulbright University of California
- Berkeley 1975
- MBA Lund University 1971
Claes Fornell is one of the world's leading experts on customer satisfaction measurement and customer asset management. He is responsible for the ACSI, a national indicator of the economy, and for similar indices in Europe and Asia. He also has developed a system, for which he was given a US patent, that enables firm to identify company-specific aspects that have the largest impact on customer satisfaction and economic returns. He is also the chairman and founder of CFI Group, a company that develops and implements this system throughout the world.