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Claes G. Fornell

Claes G. Fornell

Donald C. Cook Distinguished Professor Emeritus of Business Administration



Ph.D., Lund University
Fullbright, University Of California, Berkeley
Civilekonom, Lund University

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.


Claes G. Fornell
Stephen M. Ross School of Business
University of Michigan
701 Tappan St.
Ann Arbor, MI 48109-1234

Phone: (734) 763-5937
Fax: (734) 763-9768
E-Mail: cfornell@umich.edu
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Working Papers
Marketing Web Site