Online purchasing is still a small percentage of most people’s Internet usage, well behind e-mail, entertainment and information services. Of companies that sell online, most are not yet making a profit, but the situation is improving. Those that have become profitable have done so through an emphasis on customer service and effective marketing models, rather than fancy technologies and products. This report discusses the need for customer service, and other factors affecting the success of online trading. By 2003, the total size of e-commerce had already crossed the US$2 trillion barrier. This report was archived in 2003, with subsequent updates being included in the Global – E-Commerce – Overview and Analysis report.