Claes Fornell

Claes Fornell

  • Donald C. Cook Distinguished Professor Emeritus of Business Administration
  • PhD Lund University 1976
  • Fulbright University of California
  • Berkeley 1975
  • MBA Lund University 1971

Contact Information

(734) 763-5937
(734) 763-9768

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 also is the chairman and founder of the CFI Group and Foresee Results, two companies that develop and implement this system throughout the world.

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